Sales and Services
Associate Training
Associate’s Workbook
NSN# 7610040008860
Course 23501-02
January 2001
EMPLOYEE RESOURCE MANAGEMENT
EMPLOYEE DEVELOPMENT AND
RETAIL WORKFORCE STRATEGIES
WASHINGTON D.C. 20260-4215
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Sales and Services
Associate Training
Associate’s Workbook
NSN# 7610040008860
Course 23501-02
January 2001
United States Postal Service
Employee Resource Management
Employee Development and Retail Workforce Strategies
1725 N. Lynn St.
Alexandria, VA
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IV
Use of Training Materials
These training course materials are intended to be used for training purposes only. They have
been prepared in conformance with existing USPS policies and standards and do not represent
the establishment of new regulations or policies.
This course material was produced in cooperation with Retail Workforce Strategies, Employee
Development and the American Postal Workers Union.
Copyright ©2001 Retail Workforce Strategies United States Postal Service, Washington, DC
20260-4215
All rights reserved.
No part of this publication may be reproduced in any form or by any means without permission, in writing, from Employee Development.
Certain parts of this publication may contain copyrighted materials from other sources the
reproduction of which for this specific training use has been interpreted not to exceed the fair
use clause of the copyright regulation (Ref. 371.5 ASM).
V
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VI
A COMMITMENT TO DIVERSITY
The Postal Service is committed to fostering and achieving a work and
learning environment that respects and values a diverse workforce.
Valuing and managing diversity in the Postal Service means that we
build an inclusive environment that respects the uniqueness of every
individual and encourages the contributions, experiences and perspectives of all people.
It is essential that our work and learning environments be free from
discrimination and harassment on any basis.
In our classrooms, on the workroom floor, in casual conversation and in
formal meetings, employees and faculty are asked to encourage an
open learning environment this is supportive to everyone.
Course materials and lectures, classroom debates and casual conversation should always reflect the commitment to safety and freedom
from discrimination, sexual harassment and harassment on any prohibited basis.
EAS Staff has a professional obligation to provide a safe, discrimination free and sexual harassment free learning environment. Instructors
are expected to support this commitment. Class participants are
asked to support the goal of zero tolerance of behavior that violates
these commitments.
If you find course material that is presented in the classroom or in selfinstructional format that does not follow these guidelines, please point
that out to the instructor as well.
If classroom discussions do not support these principles, please point
that out to the instructor as well.
Diversity is a source of strength for our organization. Diversity promotes innovation, creativity, productivity and growth, and enables a
broadening of existing concepts.
The Postal Service’s policy is to value the diversity of our employees, customers and suppliers; to do what is right for our
employees and the communities we serve, thereby ensuring a
competitive advantage in the global marketplace.
VII
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PREFACE
The Sales and Services Associate Training for Sales and Services Associates is the
result of a Labor/Management Team’s efforts to improve training for Sales and
Services Associates. The team consisted of field managers, supervisors, clerks and
representatives of the American Postal Workers Union (APWU).
This course is designed to provide PS-5 Sales and Services Associates with the basic
skills and knowledge to perform the duties of their positions and provide Sales and
Services Associates with refresher training.
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Contents
DAY 1
Module 1
Module 2
Module 3
Module 4A
Module 4B
Module 4C
Module 4D
Module 5
Sales and Services Associates
Directives
Establishing a Fixed Credit
IRT (Unisys)
IRT (MOS)
POS ONE - NCR
POS ONE - IBM
Domestic Mail
Day One Review
DAY 2
Module 6
Module 7
Module 8
Module 9
Module 10
Express Mail
121
Acceptable Payment Methods
129
Customer Relations
137
International Mail
151
Return Receipt, Restricted Delivery,
Return Receiptfor Merchandise and
Certificate of Mailing
161
Certified Mail
169
Day Two Review
179
Module 11
17
23
29
37
55
73
89
105
115
DAY 3
Module 12
Module 13
Module 14
Module 15
Module 16
Module 17
Registered Mail
Image
Insured Mail
Collection Delivery (COD) Mail
PO Box Service
Money Orders
Day Three Review
185
195
203
211
219
227
235
DAY 4
Module 18
Module 19
Module 20
Module 21
Module 22
Module 23
Postal Products
Security and Sanctity of Mail
Signature Confirmation
Delivery Confirmation
Claims and Inquiries
Public Service Agencies/
Change of Address
How to Handle Irate Customers
Union Module
Day Four Review
241
247
253
269
279
Overview of Customer Relations
Daily Financial Report
Course Review
Appendix 1
Appendix 2
Appendix 3
313
317
329
333
339
345
Module 24
Module 25
DAY 5
Module 26
Module 27
285
291
295
307
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Day One
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Introduction
Terminal Objective
Upon conclusion of this section, future Associates will be able to provide an
overview of this course’s content and teaching methodology.
Enabling Objectives:
Upon conclusion of this section, future Associates will be able to:
•
Explain course content
•
Explain teaching methodologies
•
Identify administrative issues
Presentation
1.
Complete your name tent card, and introduce yourself.
2.
Form pairs and interview each other for five minutes (name, hometown,
interests).
3.
Administrative matters.
•
Class and Break Times
•
Smoking Policy
•
Facility Arrangements
•
Refreshments
•
Rest Rooms
•
Fire Exits
•
Medical Facilities
•
Dress Code
•
Emergency Plans
4.
This training program consists of classroom instruction and learning
experiences that actively engage the future Associates through adult learning
techniques such as; role-playing, hands-on simulations, etc. This will be followed
by Structured On-the-Job Training (SOJT). A pretest will be given at the end of
the classroom section, then a final test and evaluation after the Structured Onthe-Job Training.
5.
The classroom instruction will involve presentations, demonstrations, short
reading assignments, discussions, hands-on practice, role-playing, and various
other exercises to help you relate the concepts you are learning to what you will
do on the job. The SOJT is specific to each type of transaction. This one-on-one
training is conducted in a station or branch within your district.
6.
Guest speakers may address the class regarding their areas of expertise.
Module 1:
Sales and Services
Associates
Course # 23501-02
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18
Module 1: Sales and Services Associates
Sales and Services Associate Training
Module 1: Sales and Services Associates
Terminal Objective
Upon conclusion of this module, future Associates will be able to describe their roles
and responsibilities as Sales and Services Associates.
Enabling Objectives:
Upon conclusion of this module, future Associates will be able to:
•
Identify and explain their roles and responsibilities as Sales and Services
Associates.
Associate’s Workbook
19
Course # 23501-02
PRESENTATION
There’s a saying that goes like this:
It’s not what you say, but what is heard.
It’s not what you show, but what is seen.
It’s not what you mean, but what is understood.
PERCEPTION IS REALITY.
In today’s competitive marketplace, customer perceptions are especially important.
Sales and Services Associates have a unique opportunity to positively influence
customer perceptions of the Postal Service. The public’s perception of the Postal
Service is mostly shaped by what it sees. Sales and Services Associates are the
primary contact people have with the Postal Service.
20
Module 1: Sales and Services Associates
Sales and Services Associate Training
Exhibit 1
Associate’s Workbook
21
Course # 23501-02
Exhibit 2
STD Position Description
(Draft) Position Description
U.S. Postal Service
Sales and Services Associate, PS-05
Functional Purpose
Performs a variety of sales and customer support services for products. Maintains pleasant and effective
public relations with customers and others requiring a general familiarity with postal laws, regulations,
and procedures commonly used.
Duties and Responsibilities
1. Performs any variety of sales and customer services at a retail window such as maintaining
sufficient inventory of and selling stamps, stamped paper, other retail products and services and
may use a computerized system, accepting and delivering packages and accountable mail; issuing
and cashing foreign and domestic postal money orders; accepting and responding to customer
claims and inquiries, and providing information to the public regarding postal regulations.
2. Provides sales and customer service support by greeting customers and explaining store layout;
determining special interests and referring to sales and promotional programs; offers assistance in
product selection; provides special assistance; and answers customer inquiries when needed.
3. Provides product and service information to customers, including informing customers regarding
special offers; suggestive selling related merchandise; promoting products based on customer
needs. Provides additional information regarding product features and services.
4. Handles and processes customer purchases and returns relating to products and services and may
use a point of sale system. Assists customers with transactions.
5. Maintains appearance of store by setting up, arranging, and replenishing displays and merchandise
racks; ensures display and selling areas, work stations, and storage areas are presentable to
customers.
6. Conducts product inventories by counting items on hand; attaches and removes security devices;
accounts for items on display; and verifies and records sales floor inventory and shrinkage. Brings
inventory discrepancies and shrinkage reports to the attention of the appropriate supervisory
presence.
7. May verify presort and bulk mailings of all classifications, computing and maintaining on a current
basis mailer’s credit balances.
8. Checks and sets post office stamp-vending machines and postage meters.
9. Rents post office boxes, receives rental payments, conducts reference checks, and completes
related forms.
10. In addition, may assign and clear accountable items and distribute mail as required; and other
duties as assigned.
SUPERVISOR
Supervisor, Customer Services, or other supervisor/designee
SELECTION METHOD
BARGAINING UNIT
Clerk
22
Module 1: Sales and Services Associates
Module 2:
Directives
Course # 23501-02
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24
Module 2: Directives
Sales and Services Associate Training
Module 2: Directives
Terminal Objective
Upon completion of this module, future Associates will demonstrate how to use the
directives system to locate information on postal products and services.
Enabling Objectives:
Upon completion of this module, future Associates will be able to identify and
demonstrate how to use USPS directives, including manuals, handbooks, postal
bulletins and publications for Sales and Services Associates’ use.
Associate’s Workbook
25
Course # 23501-02
PRESENTATION
•
Manuals (contain the basic policies and instructions of the Postal Service.)
DMM – DOMESTIC MAIL MANUAL
IMM – INTERNATIONAL MAIL MANUAL
ASM – ADMINISTRATIVE SUPPORT MANUAL
POM – POSTAL OPERATIONS MANUAL
F-1
– POST OFFICE ACCOUNTING PROCEDURES
ELM – EMPLOYEE AND LABOR RELATIONS MANUAL
•
Postal Bulletins
Current (temporary) instructions and fast issuance of permanent directives are to
be placed into appropriate manuals when updated versions are reprinted and
released. It contains missing money order list that must be checked prior to
cashing any postal money order. This is published bi-weekly.
Additional information such as stamp information, invalid corporate accounts,
and references to military mail information can also be found in the Postal
Bulletin.
•
Handbooks and Publications
Specialized instructions, reference works, training materials, procedures, and
brochures that are too specialized, intended for a particular audience or
otherwise inappropriate for inclusion in manuals (e.g., Mailers Companion, and
Pub 32 Glossary of Postal Terms). F1 - Post Office Accounting Procedures
•
National Zip Code Directory
26
Module 2: Directives
Sales and Services Associate Training
Exercises
Match the directive with the appropriate description
a.
Domestic Mail Manual (DMM)
b.
International Mail Manual (IMM)
c.
Postal Bulletin
d.
None of the above
1.
_______ This manual provides information on acceptance of and mailing
requirements for non-domestic mail.
2.
_______ Current instructions and fast issuance of permanent directives to be
placed into appropriate manual when updated.
3.
_______ This manual includes information on the postal organization,
inspection service, communications, records and release of information,
marketing, procurement, and computer-based info systems.
4.
_______ This manual contains rules, regulations and instructions regarding the
postal services and classes and types of mail. It also includes internal operating
procedures, but these procedures are also included in the subject manuals and
handbooks.
Use the directives above to list references for the following:
1.
Definition of a letter ____
2.
Cashing money orders
3.
Claims for refunds
4.
What may be insured
5.
Can a person mail jewelry to South America ____
6.
Address elements ____
Associate’s Workbook
____
____
____
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Module 3:
Establishing a Fixed
Credit
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Sales and Services Associate Training
Module 3: Establishing a Fixed Credit
Terminal Objective:
Upon completion of this module, future Associates will be able to demonstrate an ability
to obtain, replenish and protect the assigned fixed credit.
Enabling Objectives:
Upon completion of this module, future Associates will be able to:
•
Identify fixed credits and describe the Sales and Services Associate’s financial
responsibility.
•
Explain the procedures for establishing a fixed credit.
•
Identify and describe the procedures for auditing of fixed credits.
•
Explain the procedures for handling audit results.
•
Explain the procedure to replenish a fixed credit.
•
Explain the security procedures of fixed credits.
•
Demonstrate proper procedures for handling cash.
•
Describe the Segmented Inventory Accountability (SIA) procedures.
Associate’s Workbook
31
Course # 23501-02
PRESENTATION
Identify Fixed Credits
A fixed credit is the set amount of stamp stock consigned to you. Fixed credits can
consist of accountable paper stock, cash, money orders, Liberty Cash card that is
issued to you that will be sold to postal customers. Fixed credits for Sales and Service
Associates consist of the following accountable paper items either by using actual
postage or Handbook PO-130:
•
Postage stock:
Postage stamps (including regular, special, commemoratives)
Plain stamped envelopes and stamped cards
International Reply Coupons (IRC)
Aerogrammes
•
Nonpostal stamps:
Migratory bird hunting and conservation stamps
•
Philatelic products:
Mint sets
Postal Service Guide to US Stamps
Establishing a fixed credit
The amount of a fixed credit you will be issued is determined by the demand of
customers in your office and the amount of time you will spend at the retail counter. The
credit is established for the total value of your fixed accountability, including the
maximum amount of change funds, which you may retain at the end of the tour.
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Module 3: Establishing a Fixed Credit
Sales and Services Associate Training
Replenish a fixed credit.
The stamp stock is replenished on an as needed basis or on a schedule set by your
office which is usually weekly. Stamp stock is ordered using PS Form 17.
When stamp stock is given to the Sales and Services Associate, it must be verified by
counting and listing each item on the back of the PS Form 17. Once this is done, the
Sales and Services Associate will sign PS Form 17 accepting stock and then will enter
this information into the IRT/POS ONE.Audit of fixed credits
Audit must be completed at least once every 4 months. Inventory must be completed
with Sales and Services Associate and immediate supervisor. Independent counts
must be done. The cash portion of the Sales and Services Associate’s accountability
should be $100.00 or 10% of the credit, whichever is less.
Audit results
•
The tolerance of a stamp credit is based upon the amount entered on the
employee’s PS Form 3369 or closing balance of the PS Form 1412.
•
When an out of tolerance overage occurs, the amount must be placed into trust.
•
When an out of tolerance shortage occurs, the amount must be placed into
suspense. If the amount of the shortage is out of tolerance, a letter of demand
must be issued and the amount of the shortage must be collected.
Associate’s Workbook
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Course # 23501-02
The security procedures of fixed credits.
Equipment assigned to be used to protect stock or funds (ie., locked containers or
vaults) must be examined by the supervisor and the employee to determine that it
provides proper safekeeping. If container is not secure, supervisor must report it and
secure the stock until the proper equipment is received. Any sign of wear, tear, or
damage should be reported to your immediate supervisor.
•
Fixed credits must be placed in a locked container and stored in a security
container, safe, or vault, following the end of your tour of duty.
•
No one should have access to the fixed credit of another employee.
•
You must be granted the opportunity to be present whenever your fixed credit is
inventoried or examined. If you are not available, there must be a witness of your
choice present. You must submit to the manager/postmaster two names of
employees you select to represent you in your absence. The names are entered
on PS Form 3977.
Levels of Security -
Ensure that the descending levels of security in your installation are
followed
Level Equipment
1
Burglar-resistant chests in fireproof safes or security
containers located in walk-in vaults.
2
USPS standard vaults or security containers.
3
Security Chests or burglar-resistant chest portion of
fireproof safes.
4
Fireproof safes or vaults not built to USPS standards.
5
Lockable metal cabinets and file drawers.
Handbook F-1
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Module 3: Establishing a Fixed Credit
Sales and Services Associate Training
Protecting the Stamp Credit
Priorities of Protection
Certain items must be given priority of protection over others, and postmasters are
responsible for making sure that the protective equipment is on hand for providing
maximum security. The following are priorities of protection:
Priority
Item
1
2
Postal funds
Postage stamps, aerogrammes, international reply coupons,
migratory-bird hunting and conservation stamps (bird stamps),
philatelic, and blank money order forms.
Stamped envelopes and postal cards, money order imprinters,
nonsalable stamp stock, and nonpostal items.
3
Procedures for handling cash.
Exercises:
1.
Customer pays for a book of stamps with a $50.00 bill. Have participants count
back the change to the customer.
2.
Customer pays for postage and mailing transaction that totals $32.29.
Customer tenders $40.50. Have future Associates count back change to the
customer.
Associate’s Workbook
35
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Module 4A:
IRT (Unisys)
Course # 23501-02
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38
Module 4A: IRT (Unisys)
Sales and Services Associate Training
Module 4A: IRT (Unisys)
Terminal Objective
Upon the conclusion of this module, future Associates will demonstrate basic IRT skills
necessary to conduct transactions and to complete the final daily clerk report
(PS1412A).
Enabling Objectives:
Upon the completion of this module, future Associates will be able to:
•
Demonstrate safety practices and procedures.
•
Explain the function of each IRT component.
•
Explain action to be taken in case of component system failure.
•
Identify different key groups/special keys.
•
Demonstrate proper handling of diskettes.
•
Demonstrate IRT/PVI start-up procedures log on ID
Associate’s Workbook
39
Course # 23501-02
PRESENTATION:
The Integrated Retail Terminal (IRT)
The IRT is a disk driven computer-type/ system (it is not a PC) that will automatically
calculate and display postage and add fees for you. The appropriate rates and fees
are stored in the memory on the IRT disk. The IRT is not an “on-line” system in that it is
not attached to a network. Therefore, any updates to information (such as new rates or
regulations) are accomplished via diskette.
The IRT provides:
•
Automatic entry of amounts in the proper Account Identifier Code (AIC)
through dedicated keys.
•
Automatic local express mail network and directory information.
•
Automatic building of express mail label lists.
•
Automatic building of Delivery Confirmation list.
•
Automatic entry of money order fees.
•
Automatic entry of permit fees.
•
Automatic building of domestic money order list.
•
Automatic building of check list.
•
Automatic conversion of ZIP code to postal zone.
•
Automatic calculation of domestic and international postal rates.
•
Consolidation of clerk’s PS Form 1412A to the Unit 1412.
•
Consolidation of clerk’s lists.
•
Conversion of express mail data to Scanner database.
•
Conversion of Delivery Confirmation to database.
•
System-generated PS Forms 3544 and 3603.
Benefits of the IRT
The IRT allows the Sales and Services Associate to handle customer business with
greater efficiency. The design of the IRT provides the Sales and Services Associate
and customer with many benefits.
Sales and Services Associate Benefits:
•
Perform multiple customer transactions and keep a running total of the
amount due.
•
Automatically calculate the amount of change due the customer.
•
Perform standardized transactions.
•
Reduce mathematical errors.
•
Record the complete day’s business.
•
Produce a system-generated PS Form 1412A, eliminating the need for a
manual PS Form 1412A and the time it would take to prepare it.
•
Produce system-generated receipts versus manual receipts.
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Module 4A: IRT (Unisys)
Sales and Services Associate Training
Customer Benefits
•
See transactions on customer monitor.
•
Receive automated receipts.
•
Receive faster, accurate, and more efficient service.
System Components
The hardware components that make up the IRT include:
•
Keyboard
•
Central Processing Unit (CPU)
•
Disk Drive
•
Scale
•
Clerk Display Screen
•
Customer Display Screen
•
Bar Code Reader Wand
•
Customer Receipt/Report Printer
The Keyboard is used to enter the selected function into the IRT. The keyboard is
the communication link between you, the user, and the IRT. The IRT system carries
out a particular command only after the user has provided keyboard input. The IRT
responds to the keyboard input by performing the requested function or by
prompting for more specific instructions.
The Scale is combined with the CPU and used to automatically calculate the weight of
an article and enter it into the IRT. The weight and the amount due is displayed for the
customer and the future Associate.
The Clerk Display Screen (the large 12” screen) displays to the future Associate the
data pertaining to the selected function along with instructions for that particular
function.
The Customer Display Screen (the small 7” screen) displays to the customer the
same information that is displayed on the future Associate display screen.
The Bar Code Reader Wand is hand held and used to scan (read) into the IRT the
express mail label number or delivery confirmation, and is also able to scan (read)
the bar code on money order packets when performing the money order set up
function. Future postal products and services will feature bar codes that this reader
wand will use to scan (read) into the IRT.
The Receipt/Report Printer prints a receipt for the customer and prints reports and
lists for the future Associate.
Associate’s Workbook
41
Course # 23501-02
The Keyboard is divided into four distinct functional groupings, with color coding for
easy recognition. The functional groupings are:
•
Accounting
•
Postal rate
•
Keyboard Control/Support Keys
•
Numeric/Calculator
Most of the keys on the IRT keyboard are dedicated function keys. This means they
access specific functions, such as post office to addressee express mail, or postage
sales. Other keys, such as the shift key, provide support to other major functions.
The keys in the top three rows also contain lights. Some of these keys light up when
a key has been pressed as part of a transaction. Others flash as a reminder to press
a key or make a selection.
The four keyboard function groups and the purposes of each are described as
follows:
Accounting Keys
The accounting function keys (most of which are white; five are red) are located on
the bottom four rows of keys— the two exceptions being the white MISC postage
key, on the top row, second from right side, and the red start of day key located on
the top row, upper right corner of the keyboard. These keys are called accounting
function keys because the functions they access keep track of the receipt or
disbursement of money exchange for goods or services.
Certain accounting keys serve administrative accounting purposes, such as setting
up money orders or correcting errors. Most of the accounting keys, however, are
used to process funds received or disbursed. Most of the keys in the accounting
section are dedicated keys. In general, pressing these keys causes the system to
prompt for an entry to be made by the Sales and Services Associate (i.e., an amount or
a serial number).
White Accounting Keys (Explain and Demonstrate)
Red Accounting Keys (Explain and Demonstrate)
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Module 4A: IRT (Unisys)
Sales and Services Associate Training
Postal Rate Keys
Postal rate keys include the domestic, international, and express mail functions as well
as their special services. The color of the postal rate keys is either gray (for domestic
mail classes and for special services) or blue (for international).
Gray (Domestic Mail Services) Postal Rate Keys (Explain and Demonstrate)
Blue (International Mail Services) Postal Rate Keys (Explain and Demonstrate)
Red Control/Support Keys
The control/support keys either provide access to various function levels of the other
keys or set the mode of operation. Pressing the CALC key activates the calculator
function. All of the control/support keys are red, except the ZIP/INT’L code key, which is
blue.
Numeric/Calculator Keys
The Numeric/Calculator keys are used for entering numbers or dollar amounts and for
carrying out arithmetic operations when in the Calculator mode. All of these keys are
gray and are located at the lower right corner of the keyboard and resemble an adding
machine keypad. Several keys and some features about the keyboard should be
understood. We will discuss other features and keys of the IRT as we use them.
Features
•
If you press a key for a function that is not allowed, you will hear a “beep”. This
indicates an incorrect selection. Stop and select the correct function.
•
Prompts displayed on the monitor will tell you what action to take next, such as:
•
Press enter key to continue.
•
Press total to complete customer transaction.
It is extremely important to read the notices displayed. The screen displays will prompt
you to make the correct response to complete your transaction.
Associate’s Workbook
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Course # 23501-02
Specific Keys
Total key: pressing this key the first time starts the payment process. However, if the
customer should request another service or product, simply access that function and the
system will add that transaction to the existing list. Pressing the total key a second time
completes the payment process if the customer is paying with cash. Prompts will
appear on the display screen.
Check received key: when a customer indicates that the transaction is complete, press
the total key to begin payment processing. If a check for the exact amount due is
received, press the check received key. The check will be entered in the check list and
the payment process will be completed. When a check, travelers check or postal money
order is tendered and is not in the exact amount due, first handle the transaction as
cash tendered. Then, after the customer’s transaction is complete, manually enter the
amount of the check. Simply press check received, enter the amount, and press enter.
Use the check received key to enter cashed postal money orders or to manually enter
checks into the check list that were not entered using the payment processing method.
When the check received key is used, the amount of the funds is removed from the
cash portion of the clerk’s funds available. Therefore, when the clerk gives a customer
$100.00 for cashing a postal money order, the clerk is not required to have that
$100.00 in cash, but he/she is required to have that $100.00 in check form (i.e. Postal
money order, travelers check, treasury check).
Bank card key: when a customer indicates that the transaction is complete, press the
total key to begin payment processing. If a credit card or debit card is received, press
the bank card key. The IRT will prompt for the choice. Make the appropriate selection to
complete payment processing.
Reset key: use this key to clear the previous customer’s transaction items from the
screen and reset the system for the next transaction. It will not clear any items from
the screen that have not been totaled. You can also use this key to clear a function
in progress if the function has not been completed (must be done before pressing
enter)
CE key: if you key in an amount erroneously and detect the error before pressing the
enter key, simply press the ce (clear entry) key to remove the incorrect amount; then
key in the correct amount. Remember, you must do this before pressing the enter
key.
Receipt key: a customer receipt may be printed by pressing this key at the end of the
transaction but before a new customer or transaction. If the customer walks away from
the counter without obtaining a receipt and you begin a transaction on the IRT for the
next customer, the previous customer cannot now receive an IRT receipt. You will need
to produce a manual cash receipt, PS Form 1096, if the customer requires a receipt.
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Module 4A: IRT (Unisys)
Sales and Services Associate Training
Print on/off key: this key turns the printer on and off. Leave it in the on position unless
your supervisor instructs you otherwise. This key does not turn the printer power on/off. It
only controls the ability of the printer to print. This is a push-on (light on) or push–off
(light off) switch. When the light in the key is on, the printer will print every transaction.
When the light is off, the printer will still print accounting receipts, customer receipts,
support lists, and PS Forms 1412. It will not journal print when in the off position.
Alpha key: some functions require that you use the alpha key. The alpha key is used in
conjunction with the ZIP/INT’L code key to move to the next screen for international
express mail or APO/FPO destinations that have numerous locations served.
Shift key: use this key in conjunction with other keys to perform certain functions. For
example; to print a final PS Form 1412, you must hold down the shift key and press the
end duty tour key; then release both keys.
WGT entry key: use this key to manually enter a weight into the IRT (nothing on the
scale). This key is not used during an actual transaction; you would use the auto
weighing feature. However, you can use the WGT entry key to answer inquiries
about rates without actually weighing a mail piece or to enter missed express mail
labels under the express COLL mode key or error correct key.
Postage due w/d key: this key is used only by those clerks designated to withdraw
funds from trust accounts. This is generally a business reply clerk but may be a Sales
and Services Associate.
Cash retained key: use this function to move the “cents” of the cash portion of the
deposit from AIC 752, cash remitted final, to AIC 753, cash retained today. The
amount entered into AIC 753 for the current day will be reflected in AIC 353, cash
retained from previous report, on the next working day. This amount is normally less
than one dollar but can be more if a clerk is designated to retain cash.
Alphabet
When the system determines that it is necessary for you to enter letters of the
alphabet (i.e., when a customer meter receipt or PS Form 3544 is issued), it
automatically changes to the alpha mode. The top row of keys is used to enter a
through N and the third row of keys is used to enter O through Z and to space or
backspace (space and backspace). You do not have to hold down any other key to
access the alphabet. You may use numbers in conjunction with the alpha characters.
You may use the decimal point on the numeric keypad as a period and you may use
any of the math symbols (if you choose to) with the alpha keys.
Associate’s Workbook
45
Course # 23501-02
Diskettes
A diskette will be assigned to each Sales and Services Associate. The diskette will be
identified by a 6 digit ID number. The supervisor will assign the first 2 digits, which will
identify your personal Sales and Services Associate number. The additional 4 digits will
be chosen by you and will be “secret”. You will not disclose these numbers to anyone.
This will identify more closely with you as your particular Sales and Services Associate
ID. For example, you are assigned as Sales and Services Associate #04 and your
secret 4 digit number is 1231. Anyone can know the first 2 digit number but the last 4
digits are to remain secret. The six-digit number is recorded electronically onto your
diskette when it is initialized. This prevents anyone else from using your disk.
You will write your secret four-digit number on a blank card or piece of paper supplied
by your supervisor. You will need to use a number that you will not forget. You will then
place it into a duplicate key envelope, PS Form 3977. The normal procedure for
security of PS Form 3977 will be followed. This procedure is to protect the
confidentiality of your particular number.
After signifying two witnesses on the envelope, you and a witness, usually the
supervisor, will sign the envelope after it is sealed. The envelope will then be
postmarked as instructed on the form. You will submit this envelope to the custodian
of all the PS Forms 3977. These will be stored in a secure location.
If you do forget your ID, request the envelope from the custodian of the forms. Once
the envelope has been opened, a new envelope must be prepared and previous
procedures followed. Remember, it is part of the requirements of your job to
remember your ID. Pick numbers that you will remember, and remember also, no
one else is supposed to know your secret ID number.
The following proper diskette care and handling procedures must always be
observed. Do not move the sliding metal door to expose or touch the magnetic disk
material. The tiniest scratch or fingerprint can make the disk unusable. Any foreign
matter can cause damage to the magnetic material. Do not attempt to clean a
diskette. It is enclosed in a self-cleaning shell. Do not open the sealed shell. Keep
diskettes away from sunlight and sources of heat. Keep diskettes away from
magnets or magnetic fields. Disks should not be exposed to temperatures below 50
f or above 125 f . If the disk has been exposed to these extreme temperatures it is
advisable that a new disk be initialized by the supervisor. Do not place heavy
objects on diskettes and keep diskettes away from dirt and liquids. There should
never be any liquids of any sort near the IRT. Finally, notice that on the back of the
diskette is a small square switch. It is used to allow or to prevent the recording of
new information. The two positions for this switch are write enable and write protect.
The diskette is write protected when the switch is down, revealing a small square of
open space just above the switch.
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Module 4A: IRT (Unisys)
Sales and Services Associate Training
When you use a diskette for daily IRT operations, the switch must be in the write enable
position so that customer transaction can be recorded as they occur. If the switch is in
the write protect position, when the system attempts to record a customer transaction,
an error message will be displayed.
It is wise to check your disk before beginning your day to verify that the diskette is in the
write enable position. However, if you get an error message that the diskette is write
protected, remove the diskette, change the switch setting, and return the diskette to the
disk drive. Press the enter key to record the current and subsequent customer
transactions.
Safety Procedures
As with any job and any equipment you may use on that job, safety is the responsibility
of every individual in the US Postal Service. Your supervisor is responsible for
instructing personnel in safety practices applicable to the operation of the equipment. In
the same manner, it is the responsibility of each individual operating the equipment to
understand and observe the safety standards and procedures established by the U.S.
Postal Service. The operation of electronic and electrical equipment has several
elements of danger. Carelessness can result in injury. You must observe the following
precautions:
Do not operate equipment without proper authority.
Follow all safety precautions.
•
Do not operate unsafe or defective equipment.
•
Avoid unsafe acts and conditions.
•
Practice good housekeeping.
•
Do not engage in horseplay.
•
Immediately report all hazardous conditions and operations to your
supervisor.
•
Keep mentally and physically alert.
•
Know the location of the main power shutdown devices.
•
Know how to get medical aid.
•
Keep clothing, hands, and feet dry.
•
Avoid the use of toxic or flammable solvents for cleaning purposes. If
there are certain jobs specifically requiring the use of these solvents,
you must use protective gear.
•
In the event of an electrical fire, use a type c, bc, or abc extinguisher
only. Do not use water or any other liquid stream extinguisher, as either
presents a shock hazard to the user and will cause considerable
damage to electrical equipment.
•
Never place food or liquids on or around any part of the equipment.
Associate’s Workbook
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Course # 23501-02
•
•
•
•
•
48
The IRT system is grounded through the grounding conductor of the
power cord. To avoid the danger of electrical shock, make sure the power
plug is inserted into a properly wired receptacle.
Check the power cord before plugging it in. Always use a power cord that
is in good condition. A power cord that is frayed or has broken insulation
is a shock hazard.
Do not operate the IRT system without properly installed covers (i.e.,
without scale platform).
Always turn the power off when doing any replacement or repair of
components.
Following safety procedures can save you from injury and will prevent
lost time for you and the Postal Service.
Module 4A: IRT (Unisys)
Sales and Services Associate Training
PVI LABEL DEFINITION
TEST LABEL
TEST
LABEL
EAR 03673427
TC 00007990
AMOUNT
0000
Four formats. Obtained by selecting
“LABEL” with mode button and pressing
paper feed button. Run at start of tour,
after clearing a jam and after loading blank
labels. NOT to be given away.
$0.00
0046806-01
PVI LABEL
U.S. POSTAGE
PAID
HQ IRT LAB.DC
20260
JAN 07, ‘00
AMOUNT
$0.33
0000
0046806-01
No barcode. To be affixed on letters, flats
not meeting requirements for POSTNET
labels, Express Mail and international
mail. Provided automatically for nonPOSTNET flats Express Mail and
international mail. Can also be obtained
by selecting “PO METER” from the
“Select Next Function” screen or by
selecting “MISC AIC#” and inputting 109.
PVI BARCODE LABEL
U.S. POSTAGE
PAID
HQ IRT LAB.DC
20260
JAN 07, ‘00
AMOUNT
0000
20260
5-digit ZIP barcode. To be affixed on
domestic parcels and SPRs/IPP. Also
acceptable on letters.
$3.20
0046806-01
Associate’s Workbook
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Course # 23501-02
POSTNET LABEL
ALPHA-F
AMOUNT
0000
$3.20
U.S. POSTAGE
PAID
HQ IRT LAB.DC
20260
JAN 07’00
00046806-01
20260-6804
5-, 9-, or 11--digit ZIP POSNET Code. To be
affixed on all domestic flats EXCEPT those
sent Express Mail, registered, certified, (affix
PVI no barcode label on these flats). The 11digit label is not to be used at this time.
Obtained by simultaneously selecting
“ALPHA” key and “F” key.
DESTINATION ZIP LABEL
ALPHA-Z
5-digit ZIP barcode label with no postage
value. May be used for domestic parcels and
SPRs/IPP that are presented for mailing with
postage already affixed. Obtained by
simultaneously selecting “ALPHA” key and
“Z” key.
0000
20260 0046806-01
DESTINATION POSTNET LABEL
ALPHA-F / ALPHA-Z
AMOUNT
$0.00
0000
50
U.S. POSTAGE
PAID
HQ IRT LAB.DC
20260
JAN 07, ‘00
0046806-01
20260-6804
5-, 9-, 11-digit POSTNET label with no
postage value. May be used for flats with
postage already affixed which are NOT sent
Express Mail, Registered, certified, or
special delivery (affix no label on these flats).
The 11-digit label is not to be used at this
time.
Module 4A: IRT (Unisys)
Sales and Services Associate Training
PVI Boot-Up Procedures
•
Turn on the PVI. Hold the diskette so that the manufacturer’s label is
facing up and the arrow is pointing toward the disk drive. Insert the
diskette into the IRT drive slot. The diskette will slide easily into the drive.
Turn the power on for the IRT.
•
When a PVI is attached to the IRT (the PVI and IRT can be plugged into
the same power strip) the PVI must be turned on first or the IRT will not
boot properly. If the PVI is not turned on and you enter your ID the IRT
screen will display an error message: “PVI warning! No PVI response,
Correct problem if possible and press enter to retry”. If this occurs, turn
on the PVI, remove the first label, press enter and remove the next label.
•
Near the end of the boot-up the PVI will automatically eject a blank PVI
label. If you do not remove the first label right away, you will have an error
message on the IRT which reads: “PVI warning! Label not taken or
jammed. Correct problem if possible and press enter to retry.”
•
This may happen often, because you will be busy with other start-up
activities while your Sales and Services Associate disk is loading. The
error message is not a problem. Simply remove the label. (Sales and
Services Associate must generate PVI test labels during start-up. Press
the enter key. The IRT will finish booting up.
Run Test Labels
To generate test labels:
1.
Press “MODE” button until label appears above display.
2.
Press “PAPER FEED” button once.
This will cause the PVI to eject a blank label, and print out the four test labels.
Start of Day
Because the IRT system is designed to protect an individual Sales and Services
Associate’s accountability, a start of day procedure is required at the start of your tour
and at any time you need to be away from your retail counter.
At the start of day, clerk log on ID screen, key in your six-digit ID using the numeric
keypad. The last four digits are displayed on the screen as hyphen so that others
cannot see your ID. If you make a mistake while entering your numbers, you can
use the CE (clear entry) key to clear the incorrect digits (if you have entered fewer than
six digits).
Once you have entered all six digits, the IRT verifies that the ID entered matches the ID
on the diskette. If the IDs do not match, an appropriate message is displayed. Pressing
the CE key clears the field and allows for re-entry of the ID.
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51
Course # 23501-02
If the Sales and Services Associate diskette contains data from the previous day which
has not been consolidated, the message will read ‘Clerk 1412A not consolidated.’
Notify your supervisor’. If this occurs, the supervisor will instruct you as to the procedure
to follow. Entry of a valid ID completes the log-on process. The start of day report is
printed by the receipt printer and displayed on the screen. The opening balances
should agree with the previous day’s closing balances.
Going on Break and Resuming Duty
If at any time during the day you leave your retail counter (for a break, lunch, etc.) Press
the Start of Day key. This will secure your diskette and prevent anyone else from using
it. If your IRT is attached to a postage validation imprinter (PVI), a PVI interim register
report is printed when you press the “Start of Day” key. You should retain this report as
part of your daily activity. You can leave the diskette in the IRT or remove it if instructed
to do so, and store it until you return.
Upon return, enter your ID number. A “Resume Day” journal is printed, the next function
screen is displayed, and the IRT is ready for use. If you removed your diskette, follow
the start-up and start of day procedures.
If the power is turned off while you are away, it will be necessary to reboot the system.
Insert your diskette and turn the power on.
In Case of Difficulty
Start of Day
If the IRT does not start when you turn on the power switch, follow these procedures
before declaring a system failure:
•
Check the power cord. Is it plugged in at the IRT and at the wall plug?
•
Check the diskette. Is the diskette damaged? Is it inserted in the drive
properly? Is the label side up and is the arrow pointing toward the drive?
•
Check the brightness and contrast and controls—located on the bottom left
side of the monitor.
Repeat the Start-Up Procedure.
If these procedures do not correct the problem, notify your supervisor. The supervisor
will be responsible for performing the necessary diagnostics to determine if the
component has failed and is unusable. The supervisor will initiate the necessary action
to obtain a replacement. It may be necessary to perform transactions manually until your
system is back on-line. Your supervisor will provide you with further direction.
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Module 4A: IRT (Unisys)
Sales and Services Associate Training
Failure during the business day
Transactions are recorded to diskette as they are completed. Therefore, if a failure
occurs during the business day (component failure, power outage, etc.), all data on the
diskette will be current up to that time. However, the transaction in progress at the time
of the failure will be lost. If this occurs, immediately notify your supervisor. Again, you
may have to perform transactions manually until the system is back on-line. After the
system is back on-line, you must repeat the start-up procedure before logging on. After
you log on, resume operations. Your supervisor will tell you when to enter the transaction
data that occurred during the outage.
Correcting errors
The method to be used for correcting errors depends upon when the error is
discovered and the AIC involved.
To correct an error before pressing the ENTER key:
If you key in an amount erroneously and detect the error before pressing the ENTER
key, simply press the CE key and key the correct amount.
1.
To correct an error after pressing the ENTER key (for an AIC without an
accountancy receipt):
a.
b.
c.
d.
2.
Press the function key where the error exists.
Press the ERROR CORRECT key.
Enter the amount to be removed.
Press the ENTER key
To correct an error after pressing the TOTAL key (for an AIC without an
accountancy receipt):
a.
b.
c.
d.
e.
f.
Press the FUNCTION key where the error exists.
Press the ERROR CORRECT key.
Enter the amount to be removed.
Press the ENTER key (negative total).
Press TOTAL to begin payment processing.
Reenter the transaction correctly, if required.
Note: if there is no function key for the AIC where the error exists, press the MISC AIC #
key, enter the AIC number, and follow steps 1 or 2 above.
If you press the wrong function key, press the RESET key to return to the next
function screen and select the correct function key.
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53
Course # 23501-02
The IRT allows you to avoid accountable receipts and list entries for the current tour of
duty. To initiate this function, press the RESET key to return to the next function screen
and select the correct function key.
The IRT allows you to avoid accountable receipts and list entries for the current tour of
duty. To initiate this function, press the SHIFT and then the ERROR CORRECT key. The
menu ‘INQUIRE-VOID ITEMS’ displays receipt and list entries which can be voided.
Enter one of the selections to initiate the process of voiding the entry or receipt. (If the
transaction was paid for with a check, you must void the check first).
The voids are listed on the daily clerk adjustment list. Once you void a receipt, the
amount is automatically subtracted from the applicable AIC.
All entries will appear as negative entries on the daily clerk adjustment list and on the
appropriate list for the AIC (i.e., PS Form 3544).
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Module 4A: IRT (Unisys)
Module 4B:
IRT (MOS)
Course # 23501-02
(This Page Intentionally Left Blank)
56
Module 4B: IRT (MOS)
Sales and Services Associate Training
Module 4B: IRT (MOS)
Terminal Objective
Upon the conclusion of this module, future Associates will demonstrate basic IRT skills
necessary to conduct transactions and to complete the final daily clerk report
(PS1412A).
Enabling Objectives:
Upon the completion of this module, future Associates will be able to:
•
Demonstrate safety practices and procedures.
•
Explain the function of each IRT component.
•
Explain action to be taken in case of component system failure.
•
Identify different key groups/special keys.
•
Demonstrate proper handling of diskettes.
•
Demonstrate IRT/PVI start up procedures log on ID
Associate’s Workbook
57
Course # 23501-02
PRESENTATION:
The Integrated Retail Terminal (IRT)
The IRT is a disk driven computer-type system (it is not a PC) that will automatically
calculate and display postage and fees for you. The appropriate rates and fees are
stored in the memory on the IRT disk. The IRT is not an “on-line” system in that it is not
attached to a network. Therefore, any updates to information (such as new rates or
regulations) are accomplished via diskette.
The IRT provides:
•
Automatic entry of amounts in the proper Account Identifier Code (AIC)
through dedicated keys.
•
•
Automatic local Express Mail network and directory information.
Automatic building of Express Mail label lists.
•
Automatic entry of money order fees.
•
Automatic entry of permit fees.
•
Automatic building of domestic money order list.
•
Automatic building of Check list.
•
Automatic conversion of ZIP Code to postal zone.
•
Automatic calculation of domestic and international postal rates.
•
Consolidation of clerk’s PS Form 1412A to the Unit 1412.
•
Consolidation of clerk’s lists.
•
Conversion of Express Mail Data to Scanner database.
•
System-generated PS Forms 3544 and 3603.
Benefits of the IRT
The IRT allows the Sales and Services Associate to handle customer business with
greater efficiency. The design of the IRT provides the Sales and Services Associate
and customer with many benefits.
Sales and Services Associate Benefits
•
Perform multiple customer transactions and keep a running total of the
amount due.
•
Automatically calculate the amount of change due the customer.
•
Perform standardized transactions.
•
Reduce mathematical errors.
•
Record the complete day’s business.
•
Produce a system-generated PS Form 1412A, eliminating the need
for a manual PS Form 1412A and the time it would take to prepare it.
•
Produce system-generated receipts versus manual receipts.
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Module 4B: IRT (MOS)
Sales and Services Associate Training
Customer Benefits
•
See transactions on a monitor.
•
Receive automated receipts.
•
Receive faster, accurate, and more efficient service.
System Components
The hardware components that make up the IRT include:
•
Keyboard
•
Central Processing Unit (CPU)
•
Disk Drive
•
Scale
•
Clerk Display Screen
•
Customer Display Screen
•
Bar Code Reader Wand
•
Customer Receipt/Report Printer
The Keyboard is used to enter the selected function into the IRT. The keyboard is the
communication link between you, the user, and the IRT. The IRT system carries out a
particular command only after the user has provided keyboard input. The IRT responds
to the keyboard input by performing the requested function or by prompting for more
specific instructions.
The Scale is combined with the CPU and used to automatically calculate the weight of
an article and enter it into the IRT. The weight and the amount due is displayed for the
customer and the Sales and Services Associate.
The Clerk Display Screen (the large 12” screen) displays to the Sales and Services
Associate the data pertaining to the selected function along with instructions for that
particular function.
The Customer Display Screen (the small, 7” screen) displays to the customer the
same information that is displayed on the Sales and Services Associate display
screen.
The Bar Code Reader Wand is hand held and used to scan (read) into the IRT the
Express Mail label number, and is also able to scan (read) the bar code on Money
Order packets when performing the Money Order Set Up function. Future postal
products and services will feature bar codes that this Reader Wand will use to scan
(read) into the IRT.
The Receipt/Report Printer prints a receipt for the customer and prints reports and
lists for the Sales and Services Associate.
Associate’s Workbook
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Course # 23501-02
Keyboard
The keyboard is divided into four distinct functional groupings, with color coding for
easy recognition. The functional groupings are:
•
Accounting
•
Postal Rate
•
Keyboard Control/Support
•
Numeric/Calculator
Most of the keys on the IRT keyboard are dedicated function keys. This means they
access Specific functions, such as Post Office to Addressee Express Mail, or postage
sales. Other keys, such as the SHIFT key, provide support to other major functions. The
keys in the top three rows also contain lights. Some of these keys light up when a key
has been pressed as part of a transaction. Others flash as a reminder to press a key or
make a selection.
The four keyboard function groups and the purposes of each are described as follows:
Accounting Keys
The accounting function keys (most of which are WHITE; five are RED) are located on
the bottom four rows of keys, the two exceptions being the white MISC POSTAGE key,
it is at the top row, second from right side, and the red START OF DAY key, which is
located on the top row, upper right corner of the keyboard. These keys are called
accounting function keys because the functions which they access keep track of the
receipt or disbursement of money exchange for goods or services.
Certain accounting keys serve administrative accounting purposes, such as setting up
money orders or correcting errors. Most of the accounting keys, however, are used to
process funds received or disbursed. Most of the keys in the accounting section are
dedicated keys. In general, the pressing of these keys causes the system to prompt for
an entry to be made by the Sales and Services Associate (i.e., an amount or a serial
number).
White Accounting Keys (Explain and Demonstrate)
Red Accounting Keys (Explain and Demonstrate)
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Module 4B: IRT (MOS)
Sales and Services Associate Training
Postal Rate Keys
Postal rate keys include the domestic, international, and Express Mail functions as well
as their special services. The color of the postal rate keys is either GRAY (for domestic
mail classes and for special services) or BLUE (for international)
Black (are Domestic Mail Services) Postal Rate Keys (Explain and
Demonstrate)
Red (International Mail Services) Postal Rate Keys (Explain and Demonstrate)
Control/Support Keys
The control/support keys either provide access to various function levels of the other
keys or set the mode of operation. Pressing the CALC key activates the calculator
function. All of the control/support keys are RED, except the ZIP/INT’L CODE Key,
which is BLUE.
Numeric/Calculator Keys
The numeric/calculator keys are used for entering numbers or dollar amounts and for
carrying out arithmetic operations when in the calculator mode. All of these keys are
Gray and are located at the lower right corner of the keyboard and resemble an adding
machine keypad.
Several keys and some features about the keyboard should be understood. We will
discuss other features and keys of the IRT as we use them.
Features
•
If you press a key for a function that is not allowed, you will hear a “beep”.
This indicates an incorrect selection. Stop and select the correct function.
•
Prompts displayed on the monitor will tell you what action to take next, such as:
“Press ENTER key to continue.
Press TOTAL to complete customer transaction. ”
It is extremely important to read the notices displayed.
Specific Keys
TOTAL Key: Pressing this key the first time starts the payment process. However, if
the customer should request another service or product, simply access that function and
the system will add that transaction to the existing list. Pressing the TOTAL key a
second time completes the payment process if the customer is paying with cash.
Prompts will appear on the display screen.
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Course # 23501-02
CHECK RECEIVED Key: When a customer indicates that the transaction is
complete, press the TOTAL key to begin payment processing. If a check for the exact
amount due is received, press the CHECK RECEIVED key. The check will be entered
in the check list and the payment process will be completed. When a check, travelers
check or postal money order is tendered and is not in the exact amount due, first handle
the transaction as cash tendered. Then, after the customer’s transaction is complete,
manually enter the amount of the check. Simply press CHECK RECEIVED, enter the
amount, and press ENTER. Use the CHECK RECEIVED key to enter cashed postal
money orders or to manually enter checks into the Check List that were not entered
using the payment processing method. When the CHECK RECEIVED key is used, the
amount of the funds is removed from the cash portion of the Sales and Services
Associate’s funds available. Therefore, when the Sales and Services Associate gives a
customer $100.00 for cashing a Postal Money order, the Sales and Services Associate
is not required to have that $100.00 in cash, but he/she is required to have that $100.00
in check form (i.e. Postal Money Order, Travelers Check, Treasury Check).
BANK CARD Key: When a customer indicates that the transaction is complete, press
the TOTAL key to begin payment processing. If a Credit Card or Debit Card is
received, press the BANK CARD key. The IRT will prompt for the choice. Make the
appropriate selection to complete payment processing.
RESET Key: Use this key to clear the previous customer’s transaction items from the
screen and reset the system for the next transaction. It will not clear any items from the
screen that have not been totaled. You can also use this key to clear a function in
progress if the function has not been completed (must be done before pressing
ENTER).
CE Key: If you key in an amount erroneously and detect the error before pressing the
ENTER key , simply press the CE (Clear Entry) key to remove the incorrect amount;
then key in the correct amount. Remember, you must do this before pressing the
ENTER key.
RECEIPT Key: A customer receipt may be printed by pressing this key at the end of
the transaction but before a new customer or transaction. If the customer walks away
from the counter without obtaining a receipt and you begin a transaction on the IRT for
the next customer, the previous customer cannot now receive an IRT receipt. You will
need to produce a manual cash receipt, PS Form 1096, if the customer requires a
receipt.
PRINT ON/OFF Key: This key turns the printer ON and OFF. Leave it in the ON
position unless your supervisor instructs you otherwise. This key does not turn the
printer power ON/OFF. It only controls the ability of the printer to print. This is a push-on
(light on) or push–off (light off) switch. When the light in the key is ON, the printer will
print every transaction. When the light is OFF, the printer will still print accounting
receipts, customer receipts, support lists, and PS Forms 1412A. It will not journal print
when in the OFF position.
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Module 4B: IRT (MOS)
Sales and Services Associate Training
ALPHA Key: Some functions require that you use the ALPHA key. The ALPHA key is
used in conjunction with the ZIP/INT’L CODE Key to move to the next screen for
International Express Mail destinations that have numerous locations served.
SHIFT Key: Use this key in conjunction with other keys to perform certain functions. For
example; to print a Final 1412, you must hold down the SHIFT key and press the END
DUTY TOUR key; then release both keys.
WGT ENTRY Key: Use this key to manually enter a weight into the IRT (nothing on the
scale). This key is not used during an actual transaction; you would use the auto
weighing feature. However, you can use the WGT ENTRY key to answer inquiries about
rates without actually weighing a mail piece or to enter missed Express Mail Labels
under the EXPRESS COLL MODE key or ERROR CORRECT key.
POSTAGE DUE W/D Key: This key is used only by those Sales and Services
Associates designated to withdraw funds from trust accounts. This is generally a
Business Reply Clerk but may be a Sales and Services Associate.
CASH RETAINED Key: Use this function to move the “cents” of the cash portion of the
deposit from AIC 752, Cash Remitted Final, to AIC 753, Cash Retained Today. The
amount entered into AIC 753 for the current day will be reflected in AIC 353, Cash
Retained from Previous Report, on the next working day. This amount is normally less
than one dollar but can be more if a Sales and Services Associate is designated to
retain cash.
Alphabet
When the system determines that it is necessary for you to enter letters of the alphabet
(i.e., when a customer meter receipt or PS Form 3544 is issued), it automatically
changes to the alpha mode. The top row of keys is used to enter A through N and the
third row of keys is used to enter O through Z and to space or backspace (SPACE and
BKSPACE). You do not have to hold down any other key to access the alphabet. You
may use numbers in conjunction with the alpha characters. You may use the decimal
point on the numeric keypad as a period and you may use any of the math symbols (if
you choose to) with the alpha keys.
Diskettes
A diskette will be assigned to each Sales and Services Associate. The diskette will be
Identified by a six-digit ID number. The supervisor will assign the first two-digits, which
will Identify your personal Sales and Services Associate number. The additional fourdigits will be chosen by you and will be “secret”. You will not disclose these numbers to
anyone. For example, you are assigned as Sales and Services Associate #04 and your
secret 4 digit number is 1231. Anyone can know the first 2 digit number but the last 4
digits are to remain secret. The six-digit number is recorded electronically onto your
diskette when it is initialized. This prevents anyone else from using your disk.
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Course # 23501-02
You will write your secret four-digit number on a blank card or piece of paper supplied
by your supervisor. You will need to use a number that you will not forget. You will then
place it into a duplicate key envelope, PS Form 3977. The normal procedure for
security of PS Form 3977 will be followed. This procedure is to protect the
confidentiality of your particular number.
After signifying two witnesses on the envelope, you and a witness, usually the
supervisor, will sign the envelope after it is sealed. The envelope will then be
postmarked as instructed on the Form. You will submit this envelope to the custodian of
all the PS Forms 3977. These will be stored in a secure location.
If you do forget your ID, request the envelope from the custodian of the forms. Once the
envelope has been opened, a new envelope must be prepared and previous
procedures followed. Remember, it is part of the requirements of your job to remember
your ID. Pick numbers that you will remember, and remember also, no one else is
supposed to know your secret ID number.
The following proper diskette care and handling procedures must always be observed.
Do not move the sliding metal door to expose or touch the magnetic disk material. The
tiniest scratch or fingerprint can make the disk unusable. Any foreign matter can cause
damage to the magnetic material. Do not attempt to clean a diskette. It is enclosed in a
self-cleaning shell. Do not open the sealed shell. Keep diskettes away from sunlight and
sources of heat. Keep diskettes away from magnets or magnetic fields. Disks should
not be exposed to temperatures below 50 F or above 125 F . If the disk has been
exposed to these extreme temperatures it is advisable that a new disk be initialized by
the supervisor. Do not place heavy objects on diskettes and keep diskettes away from
dirt and liquids. There should never be any liquids of any sort near the IRT. Finally, notice
that on the back of the diskette is a small square switch. It is used to allow or to prevent
the recording of new information. The two positions for this switch are Write Enable and
Write Protect. The diskette is write protected when the switch is down, revealing a small
square of open space just above the switch.
When you use a diskette for daily IRT operations, the switch must be in the Write
Enable position so that customer transactions can be recorded as they occur. If the
switch is in the Write Protect position, when the system attempts to record a customer
transaction, an error message will be displayed.
It is wise to check your disk before beginning your day to verify that the diskette is in the
Write Enable position. However, if you get an error message that the diskette is Write
Protected, remove the diskette, change the switch setting, and return the diskette to the
disk drive. Press the ENTER key to record the current and subsequent customer
transactions.
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Module 4B: IRT (MOS)
Sales and Services Associate Training
Safety Procedures (Have future Associates read aloud)
As with any job and any equipment you may use on that job, SAFETY is the
responsibility of every individual in the U.S. Postal Service. Your supervisor is
responsible for instructing personnel in safety practices applicable to the operation of
the equipment. In the same manner, it is the responsibility of each individual operating
the equipment to understand and observe the safety standards and procedures
established by the U.S. Postal Service.
The operation of electronic and electrical equipment has several elements of danger.
Carelessness can result in injury. You must observe the following precautions:
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
Do not operate equipment without proper authority.
Follow all safety precautions.
Do not operate unsafe or defective equipment.
Avoid unsafe acts and conditions.
Practice good housekeeping.
Do not engage in horseplay.
Immediately report all hazardous conditions and operations to your
supervisor.
Keep mentally and physically alert.
Know the location of the main power shutdown devices.
Know how to get medical aid.
Keep clothing, hands, and feet dry.
Avoid the use of toxic or flammable solvents for cleaning purposes. If
there are certain jobs specifically requiring the use of these solvents, you
must use protective gear.
In the event of an electrical fire, use a Type C, BC, or ABC extinguisher
only. Do Not use water or any other liquid stream extinguisher, as either
presents a shock hazard to the user and will cause considerable damage
to electrical equipment.
Never place food or liquids on or around any part of the equipment.
The IRT system is grounded through the grounding conductor of the
power cord. To avoid the danger of electrical shock, make sure the power
plug is inserted into a properly wired receptacle.
Check the power cord before plugging it in. Always use a power cord that
is in good condition. A power cord that is frayed or has broken insulation
is a shock hazard.
Do not operate the IRT System without properly installed covers (i.e.
without scale platform).
Always turn the power off when doing any replacement or repair of
components.
Following safety procedures can save you from injury and will prevent lost time for you
and the Postal Service.
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Course # 23501-02
PVI LABEL DEFINITION
TEST LABEL
TEST
LABEL
EAR 03673427
TC 00007990
AMOUNT
0000
Four formats. Obtained by selecting
“LABEL” with mode button and pressing
paper feed button. Run at start of tour,
after clearing a jam and after loading blank
labels. NOT to be given away.
$0.00
0046806-01
PVI LABEL
U.S. POSTAGE
PAID
HQ IRT LAB.DC
20260
JAN 07, ‘00
AMOUNT
$0.33
0000
0046806-01
No barcode. To be affixed on letters, flats
not meeting requirements for POSTNET
labels, Express Mail and international
mail. Provided automatically for nonPOSTNET flats Express Mail and
international mail. Can also be obtained
by selecting “PO METER” from the
“Select Next Function” screen or by
selecting “MISC AIC#” and inputting 109.
PVI BARCODE LABEL
U.S. POSTAGE
PAID
HQ IRT LAB.DC
20260
JAN 07, ‘00
AMOUNT
0000
20260
5-digit ZIP barcode. To be affixed on
domestic parcels and SPRs/IPP. Also
acceptable on letters.
$3.20
0046806-01
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Module 4B: IRT (MOS)
Sales and Services Associate Training
POSTNET LABEL
ALPHA-F
AMOUNT
0000
$3.20
U.S. POSTAGE
PAID
HQ IRT LAB.DC
20260
JAN 07’00
00046806-01
20260-6804
5-, 9-, or 11--digit ZIP POSNET Code. To be
affixed on all domestic flats EXCEPT those
sent Express Mail, registered, certified, (affix
PVI no barcode label on these flats). The 11digit label is not to be used at this time.
Obtained by simultaneously selecting
“ALPHA” key and “F” key.
DESTINATION ZIP LABEL
ALPHA-Z
5-digit ZIP barcode label with no postage
value. May be used for domestic parcels and
SPRs/IPP that are presented for mailing with
postage already affixed. Obtained by
simultaneously selecting “ALPHA” key and
“Z” key.
0000
20260 0046806-01
DESTINATION POSTNET LABEL
ALPHA-F / ALPHA-Z
AMOUNT
$0.00
0000
Associate’s Workbook
U.S. POSTAGE
PAID
HQ IRT LAB.DC
20260
JAN 07, ‘00
0046806-01
20260-6804
5-, 9-, 11-digit POSTNET label with no
postage value. May be used for flats with
postage already affixed which are NOT sent
Express Mail, Registered, certified, or
special delivery (affix no label on these flats).
The 11-digit label is not to be used at this
time.
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Course # 23501-02
PVI Boot-Up Procedures
•
Turn on the PVI. Hold the diskette so that the manufacturer’s label is
facing up and the arrow is pointing toward the disk drive. Insert the
diskette into the IRT drive slot. The diskette will slide easily into the drive.
Turn the power on for the IRT.
•
When a PVI is attached to the IRT. (the PVI and IRT can be plugged into
the same power strip) the PVI must be turned on first or the IRT will not
boot properly. If the PVI is not turned on and you enter your ID the IRT
screen will display an error message, ‘PVI WARNING! NO PVI
RESPONSE. CORRECT PROBLEM IF POSSIBLE and PRESS ENTER
TO RETRY’ If this occurs, turn on the PVI, remove the first label, press
ENTER and remove the next label.
•
Near the end of the boot-up the PVI will automatically eject a blank PVI
label. If you do not remove the first label right away, you will have an error
message on the IRT which reads ”PVI WARNING! LABEL NOT TAKEN
OR JAMMED. CORRECT PROBLEM IF POSSIBLE and PRESS
ENTER TO RETRY’.
•
This may happen often, because you will be busy with other start-up
activities while your Sales and Services Associate’s Disk is loading. The
error message is not a problem simply remove the label.(Sales and
Services Associates must generate PVI test labels during start up).
Press the ENTER key. The IRT will then finish booting up.
Run Test Labels
To operate test labels:
1.
Press”MODE” button until lable appears on PVI display.
2.
Press “PAPERFEED” button once.
This will cause the PVI to eject a blank label and print out the four test labels.
Start of Day
Because the IRT System is designed to protect an individual Sales and Services
Associate’s accountability, a START OF DAY procedure is required at the start of your
tour and at any time you need to be away from your retail counter.
At the START OF DAY, CLERK LOGON ID screen, key in your six-digit ID using the
numeric keypad. The last four digits are displayed on the screen as hyphens so that
others cannot see your ID. If you make a mistake while entering your numbers, you can
use the CE (Clear Entry) key to clear the incorrect digits (if you have entered fewer than
six digits).
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68
Sales and Services Associate Training
Once you have entered all six digits, the IRT verifies that the ID entered matches the ID
on the diskette. If the IDs do not match, an appropriate message is displayed. Pressing
the CE key clears the field and allows for re-entry of the ID.
If the Sales and Services Associate diskette contains data from the previous day which
has not been consolidated, the message will read ‘CLERK 1412A NOT
CONSOLIDATED. NOTIFY YOUR SUPERVISOR’ is displayed. If this occurs, the
supervisor will instruct you as to the procedure to follow.
Entry of a valid ID completes the log-on process. The START OF DAY report is printed
by the receipt printer and displayed on the screen. The opening balances should agree
with the previous day’s closing balances..
Going on Break and Resuming Duty
If at any time during the day you leave your retail counter (for a break, lunch, etc.) press
the START OF DAY key. This will secure your diskette and prevent anyone else from
using it. If your IRT is attached to a Postage Validation Imprinter (PVI), a PVI Interim
Register Report is printed when you press the START OF DAY key. You should retain
this report as part of your daily activity. You can leave the diskette in the IRT, instructed
to do so, or remove it and store it until you return. Upon return, enter your ID number. A
“Resume Day” journal is printed, the Next Function screen is displayed, and the IRT is
ready for use. If you removed your diskette, follow the Start-Up and START OF DAY
procedures. If the power is turned OFF while you are away, it will be necessary to
reboot the system. Insert your diskette and turn the power ON.
In Case of Difficulty
Start of Day
If the IRT does not start when you turn on the power switch, follow these procedures
before declaring a system failure:
•
Check the power cord. Is it plugged in at the IRT and at the wall plug?
•
Check the diskette. Is the diskette damaged? Is it inserted in the drive
properly? Is the label side up and is the arrow pointing toward the drive?
•
Check the brightness and contrast and controls-located on the bottom left
side of the monitor.
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Course # 23501-02
Repeat the Start-Up Procedures
If these procedures do not correct the problem, notify your supervisor. The supervisor
will be responsible for performing the necessary diagnostics to determine if the
component has failed and is unusable. The supervisor will initiate the necessary action
to obtain a replacement. It may be necessary to perform transactions manually until your
system is back on-line. Your supervisor will provide you with further direction.
Failure During the Business Day
Transactions are recorded to diskette as they are completed. Therefore, if a failure
occurs during the business day (component failure, power outage, etc.) all data on the
diskette will be current up to that time. However, the transaction in progress at the time
of the failure will be lost. If this occurs, immediately notify your supervisor. Again, you
may have to perform transactions manually until the system is back on-line. After the
system is back on-line, you must repeat the START-UP procedure before logging on.
After you log on, resume operations. Your supervisor will tell you when to enter the
transaction data that occurred during the outage.
Correcting Errors
The method to be used for correcting errors depends upon when the error is
discovered and the AIC involved.
To correct an error before pressing the ENTER key:
If you key in an amount erroneously and detect the error before pressing the ENTER
key, simply press the CE key and key the correct amount.
1.
To correct an error after pressing the ENTER key (for an AIC without an
accountancy receipt):
a. Press the function key where the error exists.
b. Press the ERROR CORRECT key.
c. Enter the amount to be removed.
d. Press the ENTER key
2.
To correct an error after pressing the TOTAL key (for an AIC without an
accountancy receipt):
a. Press the function key where the error exists.
b. Press the ERROR CORRECT key.
c. Enter the amount to be removed.
d. Press the ENTER key (negative total).
e. Press TOTAL to begin payment processing.
f. Reenter the transaction correctly, if required.
Note: If there is no function key for the AIC where the error exists, press the MISC AIC #
key, enter the AIC number, and follow steps 1 or 2 above.
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Module 4B: IRT (MOS)
Sales and Services Associate Training
If you press the wrong function key, press the RESET key to return to the Next Function
screen and select the correct function key.
The IRT allows you to void accountable receipts and list entries for the current tour of
duty. To initiate this function, press the RESET key to return to the Next Function screen
and select the correct function key.
The IRT allows you to void accountable receipts and list entries for the current tour of
duty. To initiate this function, press the SHIFT and then the ERROR CORRECT key. The
menu “INQUIRE-VOID ITEMS’ displays receipt and list entries which can be voided.
Enter one of the selections to initiate the process of voiding the entry or receipt. (If the
transaction was paid for with a check, you must void the check first).
The voids are listed on the daily clerk adjustment list. Once you void a receipt, the
amount is automatically subtracted from the applicable AIC.
All entries will appear as negative entries on the daily clerk adjustment list and on the
appropriate list for the AIC (i.e., PS Form 3544).
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Module 4C:
POS ONE - NCR
Course # 23501-02
(This Page Intentionally Left Blank)
74
Module 4C: POS ONE - NCR
Sales and Services Associate Training
Module 4C: POS ONE – NCR
Terminal Objective:
At the conclusion of this training module future Associates will demonstrate basic POS
ONE skills necessary to perform basic navigation through the POS ONE system.
Enabling Objectives:
Upon completion of this module future Associates will be able to:
•
Explain the features and benefits.
•
Explain the function of each POS ONE component.
•
Explain hardware maintenance.
•
Demonstrate safety practices and procedures.
•
Demonstrate start of day functions.
•
Demonstrate end of day functions.
•
Identify terms and basic screen set up.
•
Explain and demonstrate how to use Quick Reference Guide.
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Course # 23501-02
PRESENTATION
POS stands for point of service - it’s a retail workstation.
ONE indicates this is the first of its type. There are several specific features that will
make POS ONE easier to use:
•
•
•
•
•
A user-friendly keypad.
An all-purpose scanning device for special service labels and product
scanning.
The cost of every postal product and service is built into it and allows
ease in upgrading.
A multipurpose receipt printer, money order imprinter, and bank stamp
imprinter for checks.
Remote system monitoring, which allows network updates to the DMM,
IMM, and express mail network.
Benefits of POS ONE include:
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
Introduces a state-of-the-art system that is committed to customer service
by supporting voice of the employee, providing complete, consistent, and
effective communication with retail clerks.
Supports voice of the customer and voice of the business.
Provides simple to use with an easy-to-read keypad and clerk display
monitor.
Provides quicker and more efficient customer service.
Provides accurate and up-to-date information on all rates and services.
Provides detailed sales order information, improving availability of
stamps and other products.
Provides easy ZIP code and ZIP+4 access.
Provides up-to-date data on APO/FPO restrictions.
Provides on-line help screens throughout the system.
Eliminates dual systems in postal stores.
Eliminates personal floppy disks.
Eliminates the need for manual surveys and sample studies.
Prints all Money Orders, reducing the chance for errors.
Decreases transaction time for Money Orders, customer meters, and
trust accounts.
Holds the DMM and IMM.
POS ONE is more efficient than your present system with its ability to add and upgrade
system features. Because of built-in postal rules, POS ONE will help reduce or even
eliminate human errors. The customers’ options are displayed on a screen allowing
them to make quick comparisons of price and value. The system prints out forms that
previously were completed manually.
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Module 4C: POS ONE - NCR
Sales and Services Associate Training
Network
The POS ONE tallies each transaction and builds a data file. When you close out, it
automatically transfers the record through a series of cables to a central file at the post
office via a local area network (LAN). No more disks to worry about! The LAN server
at your post office hooks up to a nationwide database network called WAN, for wide
area network. From a central computer, the WAN also sends out automatic software
updates of rules, ZIP codes, APO’s, rates and embargoes. In the future you will be able
to check for lost or stolen money orders, credit cards, and bad checks. The data
generated during the course of each transaction is stored to help track inventory and to
generate reports.
Components of the POS ONE system
Central Processing Unit (CPU) – it is the “brain” of the system where information is
stored. The hard drive records and tracks your daily transactions, then transfers the
information to the central controller terminal. Diskettes are no longer needed. The
terminals should be kept powered at all times to receive update information. Exception:
The system can be turned off when performing a weekly orderly shutdown or when
instructed by the Help Desk. Follow Back Office Quick Reference Guide (QRG) for
shutdown procedures.
Sales and Service Associate Display Monitor – is the main way of communicating
with the system. It is adjustable to each person’s height and line of vision. Right in the
middle of the lower monitor’s edge is a half-dark and half-light circle. Slide your finger
back under the monitor right there and turn the knob a little. You can adjust the height
and angle, too. Reach all the way behind the monitor and loosen the knob to adjust,
while using one hand to support the monitor screen. Now lift the monitor to the height
you like and twist the knob to lock it in place. Next, you can adjust the angle of the
screen. In the future it will be used to accept credit cards.
Number pad –Is part of the keypad on the clerk display monitor. The number pad
provides a convenient way for you to enter numeric information (for example, ZIP
codes) faster than is possible with the keyboard. Notice the two keys at the bottom of
your keypad on the Sales and Services Associate display monitor. These are scroll
keys. The right scroll key is used to access the edit mode.
Static keys – are located on the keypad. Static keys provide a gateway to the major
functions that you routinely handle. Static keys remain constant from screen to
screen and from function to function.
Dyna keys —are keys located on the right side of the screen and are identified with
different options. These labels are associated with the physical keys that are
immediately to the right of the screen. They’re called “dyna” keys because they’re
Dynamic. They change, depending on where you are in a given transaction.
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Course # 23501-02
Bar code scanner – The NCR POS ONE scanner is a presentation scanner. Either
present the bar code to the scanner or if the item is awkward or heavy, present the
scanner to the bar-code. The light must cross the entire bar code to read it correctly.
The device also captures the date and time of each scan.
CAUTION: The scanner generates a low-level laser light that is
harmless to you and your eyes. Never attempt to modify the scanner.
Receipt/Slip printer – the POS ONE printer has several different functions, including:
printing receipts, processing checks and money orders, and printing on forms. The
printer actually contains two printers. The receipt printer at the top of the printer prints
the customer receipt and reports which are printed on thermal paper. There is no
ribbon in the receipt printer, it uses heat to print on the receipt paper. You will be very
happy to see how quiet and fast the printer is and in addition, the receipts are
automatically printed.
The slip printer uses a special ink to print onto money orders, forms and checks. Forms
being printed by this printer are inserted into the slot midway down the front of the
printer. The system will prompt you to insert these items into the printer.
The slip printer can read the micro-encoded, preprinted customer account number on
the bottom of a check and serial numbers on money order. “MICR” stands for magnetic
ink character recognition.
Scale – is used to weigh customer packages and letters. The digital display on the
clerk display monitor shows item weight in pounds and ounces. The scale shows
weights as little as a tenth of an ounce and can handle up to 70 pounds. Objects should
not be left on the scale when it is not being used as this will cause the scale to lose
calibration. Notice the template on top of the scale. This ready reference helps you
make decisions regarding surcharges, postcard sizes, flat vs letter sizes, etc when you
are rating mail.
PVI unit – generates mailing labels. It is the same piece of equipment that is currently
being used to apply postage to packages and letters.
Cash drawer – is used to store cash and other tender. The drawer will open
electronically at the end of appropriate transactions. It is mandatory to use your POS
ONE cash drawer.
Customer display unit – faces the customer and displays information about
transactions in progress. In the future it will be used to read debit cards, enter customer
PIN numbers and capture signatures.
Keyboard – this is a standard computer keyboard with a built-in touch pad. For most
transactions you will use the keys on the Sales and Services Associate display monitor
(keypad) instead of the keyboard. When the keyboard is not in use, it can be stowed
away in the shelf provided. This keeps it out of your way and protects it from dust,
spillage and other hazards. There is a small touch pad on the lower right side of the
keyboard. This can be used to move the cursor, in a manner similar to a mouse.
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Module 4C: POS ONE - NCR
Sales and Services Associate Training
Uninterruptible power supply (UPS) – the UPS has a battery that allows you to
complete immediate customer transactions and shut down the system without losing
any data, if there’s a power failure. The system should always be plugged into the UPS
box. If power is lost you must complete the current customer transaction and perform
an orderly shutdown of the system.
Laser printer – is attached to the controller. It will be used for report printing and other
procedures.
Hardware maintenance
There are a few things that you will be asked to do to help keep the equipment clean
and running properly. It is extremely important never to use water or cleaner directly
on any piece of equipment.
The display units may become dirty or smudged. Lightly spray a soft rag with water and
wipe the screens.
Occasionally the equipment will also need to be cleaned. The best way is to lightly
spray a soft clean rag with nonabrasive cleaner and gently wipe off the equipment.
When the receipt printer is out of paper, the “paper out” light will turn red and you will
need to put in a new roll. The printer uses a thermal paper roll so it is important to load
the roll in the correct direction.
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Course # 23501-02
Safety practices and procedures
As with any job and any equipment you may use, safety is the responsibility of every
individual in the US Postal Service. Your supervisor is responsible for instructing
personnel in safety practices applicable to the operation of the equipment. In the same
manner, it is the same responsibility of each individual operating the equipment to
understand and observe the safety standards and procedures established by the US
Postal Service. The operation of electronic and electrical equipment has several
elements of danger. Carelessness can result in injury. You must observe the following
precautions:
•
Do not operate equipment without proper authority.
•
Follow all safety precautions.
•
Do not operate unsafe or defective equipment.
•
Avoid unsafe act and conditions.
•
Practice good housekeeping.
•
Do not engage in horseplay.
•
Immediately report all hazardous conditions and operations to your
supervisor.
•
Keep mentally and physically alert.
•
Know the location of the main power shutdown devices.
•
Always turn the power off when doing any replacement or repair of
components.
•
Do not operate the POS ONE without properly installed covers. (i.e.
without scales platform).
•
Check the power plug before plugging it in. Always use a power cord
that is in good condition. A power cord that is frayed or has broken
insulation is a shock hazard.
•
To avoid the danger of electrical shock, make sure the power plug is
inserted into a properly wired receptacle.
•
Never place food or liquids on or around any part of the equipment.
•
Keep clothing, hands and feet dry.
•
Avoid the use of toxic or flammable solvents for cleaning purposes. If
there are certain jobs specifically requiring the use of these solvents
you must use protective gear.
•
In the event of a fire, use a type c, bc or abc extinguisher only. Do not
use water or any other liquid stream extinguisher, as either presents a
shock hazard to the user and will cause considerable damage to
electrical equipment.
•
Know how to get medical aid.
Following safety procedures can save you from injury and will prevent lost time for you
and the Postal Service.
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Module 4C: POS ONE - NCR
Sales and Services Associate Training
Logging on to POS ONE System
The sign-in procedure provides one of the most valuable features of the new POS ONE
system – security. Each of you will have a unique, computer-generated user
identification code, referred to as a logon ID. Along with your ID you will have a unique
password that you choose, and that no one else knows. The system knows what
password should go with your ID…nothing else will unlock the system. While your logon
ID remains the same all the time, you control your password and it can be changed, as
needed.
To log on you need to use the keyboard. You enter text with the keyboard. You can
use the keyboard to enter numbers as well, but you’ll find it’s easier to use the
number pad on the keypad. A critical key is the “caps lock” key. You can locate this key
on the left side of the keyboard, at the middle key.
You’ll notice that the light under the capital “a” now shows green. That means everything
you type will be capitalized. That’s important, because you don’t want caps lock on
when you type your password.
The logon screen appears. The cursor (that marks where you are on the screen) is in
the area for your logon name.
Now you are ready to type in your password. To get to that area, press the “tab key” just
above the caps lock key. That moves the cursor to the password area.
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Course # 23501-02
Notice as you type that you do not see any letters, just asterisks. This prevents anyone
from learning your password. Be certain to press each key slowly to be sure you get it
right. Be aware that you only have 3 attempts to enter your correct password and if you
do not recall it you should contact your supervisor to obtain your duplicate PS Form
3977 envelope for correct log on password and establish a new password.
Now you see on the right side of the screen a group of labels. These are called
DynaKeys. Look closely and you’ll see that they identify different options. These labels
are associated with the physical keys that are immediately to the right of the screen and
are called DynaKeys. They change depending on where you are in a given transaction.
There are three DynaKeys active:
•
•
•
Window clerk
Non Retail
Diagnostics
The “no inventory” DynaKey is pressed for back office functions.
•
•
The clerk services screen comes up.
Cash drawer opens.
While your cash drawer is open, let’s look at it. You have a removable till and a slot in
the front of the cash drawer so you can put checks, money orders, and credit card
receipts inside without opening the drawer.
Demonstrate that the till is square and can be located north-south or east-west. Top is
locked for easy removal and no coin spillage. Now close your cash drawers. Just a
couple of steps to do and we’ll be ready to open for business.
As you can see, the receipt printer immediately prints your opening balance for the day.
This should match the closing balance from the previous day. If the opening balance
does not match your records, see your supervisor. After checking your report, place the
printout in your till.
Congratulations! You are now on the Domestic Mail Screen and ready to use POS
ONE.
Logging Off of POS ONE System - Standby Versus Sign Out
Standby is used when you need to leave your station to go in the back, such as to pick
up mail for the customer. Standby locks your drawer while you are away from the
Station and no one else can log on and use that station. If you leave your station or do
not press any keys for a few minutes, the POS ONE system will automatically set to
standby status. This is good if you forget to press standby, but it still leaves your system
vulnerable for a few minutes. You need to get into the habit of using the standby feature.
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Module 4C: POS ONE - NCR
Sales and Services Associate Training
Sign out is used when you need someone to use your station, and you remove your
cash drawer. If you use the sign out procedure, leave for lunch, and do not remove your
cash drawer, anyone can log on to your terminal and have access to your money.
Screen Review
Title area-is the top bar across the screen. This displays the name of the screen or
function.
Prompt area-is the area where you receive guidance. In almost every case, it will
tell you what to do next.
Message area-below the prompt area, you see some text in blue. This is usually a
reminder of something important about the transaction you are currently running.
Weight area-displays the weight of article on scale.
Notebook area-look at lower portion of your monitor display screen-at what looks like
a notebook with spiral binding on the left of it. This is where data about the current
customer transaction is shown.
Input area-below the message area, you see a box. This is the input box with a blinking
cursor. What you type or key will appear here.
Status area-here you will find a pencil icon when you are in the survey mode and the
icon of a broken electrical cord when in degraded mode.
Help-is a static key that you can touch when you need more information about a key or
a screen. Let me emphasize how important this button is. The system is designed with
detailed help screens for each screen and task. Whenever you have a question or are
unsure about anything in the system, touch <help> and read the screen. Have future
Associates touch the <help> button to see an example of the help function.
Front office-is a retail term that is commonly used to refer to functions involving a
customers visit typically occurring in the “front” of the store.
Back office-is a retail term that is commonly used to refer to activities that do not
require customer interaction, such as inventory and closeout. These activities typically
occur in the “back” of the store.
Associate’s Workbook
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Course # 23501-02
PVI LABEL DEFINITION
TEST LABEL
TEST
LABEL
EAR 03673427
TC 00007990
AMOUNT
0000
Four formats. Obtained by selecting
“LABEL” with mode button and pressing
paper feed button. Run at start of tour,
after clearing a jam and after loading blank
labels. NOT to be given away.
$0.00
0046806-01
PVI LABEL
U.S. POSTAGE
PAID
HQ IRT LAB.DC
20260
JAN 07, ‘00
AMOUNT
$0.33
0000
0046806-01
No barcode. To be affixed on letters, flats
not meeting requirements for POSTNET
labels, Express Mail and international
mail. Provided automatically for nonPOSTNET flats Express Mail and
international mail. Can also be obtained
by selecting “PO METER” from the
“Select Next Function” screen or by
selecting “MISC AIC#” and inputting 109.
PVI BARCODE LABEL
U.S. POSTAGE
PAID
HQ IRT LAB.DC
20260
JAN 07, ‘00
AMOUNT
0000
20260
5-digit ZIP barcode. To be affixed on
domestic parcels and SPRs/IPP. Also
acceptable on letters.
$3.20
0046806-01
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Module 4C: POS ONE - NCR
Sales and Services Associate Training
POSTNET LABEL
AMOUNT
0000
$3.20
U.S. POSTAGE
PAID
HQ IRT LAB.DC
20260
JAN 07’00
00046806-01
20260-6804
5-, 9-, or 11--digit ZIP POSNET Code. To be
affixed on all domestic flats EXCEPT those
sent Express Mail, registered, certified, (affix
PVI no barcode label on these flats). The 11digit label is not to be used at this time.
DESTINATION ZIP LABEL
5-digit ZIP barcode label with no postage
value. May be used for domestic parcels and
SPRs/IPP that are presented for mailing with
postage already affixed.
0000
20260 0046806-01
DESTINATION POSTNET LABEL
AMOUNT
$0.00
0000
Associate’s Workbook
U.S. POSTAGE
PAID
HQ IRT LAB.DC
20260
JAN 07, ‘00
0046806-01
20260-6804
5-, 9-, 11-digit POSTNET label with no
postage value. May be used for flats with
postage already affixed which are NOT sent
Express Mail, Registered, certified, or
special delivery (affix no label on these flats).
The 11-digit label is not to be used at this
time.
85
Course # 23501-02
PVI Boot-Up Procedures
There is no Boot up Procedure for PVI. The PVI should be left on at all times and will
automatically Boot-Up when you start the system.
Run Test Labels
To generate test labels:
1.
Press the “MODE” button until label appears on the display.
2.
Press the “PAPER FEED” button once.
This will cause the PVI to eject one blank label, and print out the four test labels.
Practice exercises
The practice exercises in your training will familiarize you with the functions that can be
performed on the POS ONE workstation. Upon completion of these practice exercises
you will be familiar with the screen functions, key locations, and sequence of keystrokes
necessary to sign on and off, and open the window to serve customers. During these
practice exercises you should concentrate more on how to perform the function
correctly than on speed. However, do not be afraid of making a mistake. As these
exercises will show, you can correct errors. Fatal errors are extremely rare so…relax
and enjoy this learning opportunity.
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Module 4C: POS ONE - NCR
Sales and Services Associate Training
Exercises
Sales Associate Luigi Scuzzese accepts a 5 oz. Flat rate priority envelope going to
East Hanover, New Jersey 07936 from a customer. No special services are requested.
The customer also wants barcoded book of twenty 1st class stamps, 10 stamped
cards, and pays with a $20.00 bill. How much change will Luigi return to customer?
200-First Class stamps, 10 stamped cards. Oops!! I forgot my wallet. Cancel
everything.
Mail a parcel weighing 35 lb. To ZIP 22301. How much for first class? How much is
Parcel Post? Okay, send it Priority. Should you mark the parcel priority? Pay cashexact amount.
Parcel weighing 1-lbs., 8oz. To local ZIP code. Insure for $86.00 and a return receipt
showing who, date and where delivered. Use PVI. Sell 5-international reply coupons.
9-aerogrammes. 5-Priority Mail stamps. Customer pays with $30.00 cash.
Associate’s Workbook
87
(This Page Intentionally Left Blank)
Module 4D:
POS ONE - IBM
Course # 23501-02
(This Page Intentionally Left Blank)
90
Module 4D: POS ONE - IBM
Sales and Service Retail Training Program
Module 4D: POS ONE - IBM
Terminal Objective:
Upon the conclusion of this module, future Associates will demonstrate basic POS
ONE skills necessary to perform basic navigation through the POS ONE system.
Enabling Objectives:
Upon completion of this module future Associates will be able to:
•
Explain the features and benefits.
•
Explain the function of each POS ONE component.
•
Explain hardware maintenance.
•
Demonstrate safety practices and procedures.
•
Demonstrate log on procedures.
•
Demonstrate log off procedures.
•
Identify terms and basic screen set up.
•
Demonstrate PVI start up procedures.
•
Demonstrate how to use the Sales and Services Quick Reference Guide.
Associate’s Workbook
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Course # 23501-02
PRESENTATION:
POS stands for point of service - it’s a retail workstation.
One indicates this is the first of its type. There are several specific features that will
make POS ONE easier to use:
•
•
•
•
•
A user-friendly color touch screen.
An all-purpose scanning device for express mail and product scanning.
the cost of every postal product and service built into it and allows ease in
upgrading.
A multi-purpose receipt printer, money order imprinter, and bank stamp imprinter
for checks.
Includes remote system monitoring, which allows network updates to the DMM,
IMM, and express mail network.
Benefits of POS ONE include:
•
Includes a state-of-the-art system that is committed to customer perfect by
supporting voice of the employee, providing complete, consistent, and effective
communication with retail clerks.
•
Supports voice of the customer and voice of the business.
•
is simple to use with an easy-to-read color touch screen.
•
Provides quicker and more efficient customer service.
•
Provides accurate and up-to-date information on all rates and services.
•
Provides detailed sales order information, improving availability of stamps and
other products.
•
Provides easy ZIP code and ZIP+4 access.
•
Provides up-to-date data on APO/FPO restrictions.
•
Provides on-line help screens throughout the system.
•
Eliminates dual systems in postal stores.
•
Eliminates personal floppy disks.
•
Eliminates the need for manual surveys and sample studies.
•
Prints all Money Orders, reducing the chance for errors.
•
Decreases transaction time for Money Orders, customer meters, and trust
accounts.
•
Holds the complete DMM and IMM, as well as F3 fill.
POS ONE is more efficient than your present system with its ability to add and upgrade
system features. Because of built-in postal rules, POS ONE will help reduce or even
eliminate human errors. The customers’ options are displayed on a screen allowing
them to make quick comparisons of price and value. The system prints out forms that
were previously completed manually.
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Module 4D: POS ONE - IBM
Sales and Service Retail Training Program
Network
The POS ONE tallies each transaction and builds a data file. When you close out, it
automatically transfers the record through a series of cables to a central file at the
post office via a Local Area Network (LAN). No more disks to worry about! The LAN
server at your post office hooks up to a nationwide database network called WAN,
for Wide Area Network. From a central computer, the WAN also sends out
automatic software updates of rules, ZIP codes, APO, rates and embargoes. In the
future you will be able to check for lost or stolen Money Orders, credit cards, and bad
checks. The data generated during the course of each transaction is stored to help
track inventory and to generate reports.
Components of the POS ONE System
Terminal – it is the “brain” of the system where information is stored. A terminal is
used for front office functions and automatically backs up all the transaction
information. One of the terminals in your office may have a tower with a CD ROM.
This will depend on how your post office is set up for the POS ONE system. The
terminal should never be turned off without consulting the POS ONE help desk (1800-USPS-help).
Touch screen – it is used to complete transactions when you lift your finger off the
screen. If you touch the wrong place on the screen, simply slide your finger to the
correct place, and then lift it off. Please remember that pens, pencils or other
pointed objects should never be used instead of your finger. The screen only requires a
light touch.
Bar code scanner – is used to enter items by reading labels with bar codes. It is similar
to the scanner that you may use now although it is far more versatile and easier to use.
You can scan in two ways: (1) slide the bar code under the scanner so that the red
beam runs across the entire bar code. (2) if an item cannot be scanned in this manner,
remove the scanner from its stand, pull the trigger and point the red beam across the
entire bar code. The light must cross the entire code to read it correctly.
Receipt printer – provides customer receipts for each transaction. They are printed on
thermal paper and produced at the top of the printer. There is no ribbon in the receipt
printer, it uses heat to print on the receipt paper. You will be very happy to see how
quiet and fast the printer is and the receipts are automatically cut.
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Course # 23501-02
There is a second printing area used for franking checks; printing Money Orders and
reports. It also prints some of the postal forms, such as the insurance form and certified
mail form. The system will prompt you to feed these items into the printer. They are
placed on the flat plate located in the middle of the printer, which we will be calling the
document insert station.
The printer can read the MICR-encoded, preprinted customer account number on the
bottom of a check and serial numbers on a money order. “MICR” stands for magnetic
ink, character recognition.
Scale – is used to weigh customer packages and letters. Objects should not be left on
the scale when it is not being used as this will cause the scale to lose calibration.
Notice the template is available on the scale. This ready reference helps you make
decisions regarding surcharges, postal sizes, flat vs. letter sizes, etc. when you are
rating mail.
PVI unit – generates mailing labels. It is the same piece of equipment that is currently
being used in post offices to apply postage to packages and letters.
Cash drawer – is used to store cash and other tenders. The drawer will open
electronically at the end of appropriate transactions. The system keeps track of every
time the drawer opens.
Customer display unit – faces the customer and displays and transaction information.
In the future it will be used to read debit cards, enter customer pin numbers and capture
signatures.
Keyboard –this is a standard keyboard with a built in touch pad that is used for most
transactions. There is a small touch pad on the lower right side of the keyboard. This
can be used to move the cursor, in a manner similar to a mouse.
Uninterruptible Power Supply – the UPS has a battery that allows you to complete
immediate customer transactions and close down the system without losing any data, if
there’s a power failure. The system should always be plugged into the UPS box. If a
power surge or outage should happen, the UPS will provide power for at least 5-10
minutes. This will allow time to remove the till and sign off the system correctly.
Laser printer – may be attached to one or more terminals. It will be used for report
printing and other procedures.
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Module 4D: POS ONE - IBM
Sales and Service Retail Training Program
Hardware Maintenance
There are a few things that you will be asked to do to help keep the equipment clean
and running properly. It is extremely important never to use water or cleaner directly on
any piece of equipment.
The touch screen will often be dirty and smudged with fingerprints. Turn the screen off
and clean the screen with a light touch using a soft rag.
Occasionally the equipment will also need to be cleaned. The best way is to lightly
spray a soft clean rag with non-abrasive cleaner and gently wipe off the equipment.
When the receipt printer is out of paper, the “paper out” light will turn red and you will
need to put in a new roll.
If a piece of equipment does not seem to be working properly, it may be as simple as
the cable linking it to the terminal is not properly connected. The cable linking each
piece of equipment has a colored tag which matches the port that it is plugged into.
Safety Practices and Procedures
As with any job and any equipment you may use, safety is the responsibility of every
individual in the U.S. Postal Service. Your supervisor is responsible for instructing
personnel in safety practices applicable to the operation of the equipment. In the same
manner, it is the same responsibility of each individual operating the equipment to
understand and observe the safety standards and procedures established by the U.S.
Postal Service. The operation of electronic and electrical equipment has several
elements of danger. Carelessness can result in injury. You must observe the following
precautions:
•
•
•
•
•
•
•
•
•
•
•
Do not operate equipment without proper authority.
Follow all safety precautions.
Do not operate unsafe or defective equipment.
Avoid unsafe act and conditions.
Practice good housekeeping.
Do not engage in horseplay.
Immediately report all hazardous conditions and operations to your supervisor.
Keep mentally and physically alert.
Know the location of the main power shutdown devices.
Always turn the power off when doing any replacement or repair of
components.
Do not operate the POS ONE without properly installed covers. (i.e. without
scales platform).
Associate’s Workbook
95
Course # 23501-02
•
•
•
•
•
•
•
Check the power plug before plugging it in. Always use a power cord that is in
good condition. A power cord that is frayed or has broken insulation is a shock
hazard.
To avoid the danger of electrical shock, make sure the power plug is inserted
into a properly wired receptacle.
Never place food or liquids on or around any part of the equipment.
Keep clothing, hands and feet dry.
Avoid the use of toxic or flammable solvents for cleaning purposes. If there
are certain jobs specifically requiring the use of these solvents you must use
protective gear.
In the event of a fire, use a type C, BC or ABC extinguisher only. Do not use
water or any other liquid stream extinguisher, as either presents a shock
hazard to the user and will cause considerable damage to electrical
equipment.
Know how to get medical aid.
Following safety procedures can save you from injury and will prevent lost time for you
and the Postal Service.
Signing on to POS ONE System
It is important to always read the screen. You will often find that reading the screen will
naturally lead you to the next step. You will access functions and items by touching the
appropriate buttons or lists. Again, it is not necessary to touch too hard; touch firmly
using the pad of your finger.
You will be assigned a permanent ID and initial password. Although it is possible to
enter on the touch screen, you will be using the keyboard to enter your password. We
suggest this to protect the secrecy of your password as it is much more difficult for a
person to see your password when you are using the keyboard rather than touching the
screen.
The sign on screen has 4 white boxes – clerk ID, password, stock unit and domain.
These boxes are called fields. A field is an area to enter specific information. To
sign on each of these boxes must be filled with information. Note that the domain
field is always the same and is used by the network.
Touch <abc…>to view the alpha (letter) keyboard. Touch the list button to the right of the
gray field in the keypad and touch the appropriate clerk ID. Have future Associates use
the keypad to enter the clerk ID and touch <enter>
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Module 4D: POS ONE - IBM
Sales and Service Retail Training Program
Mention the <back>, <delete> and <clear> buttons and how they work. The <back>
button erases one character to the left of the blinking line. The <delete> button erases
one character to the right of the blinking line. The <clear> button erases everything in
the field.
Notice how the keypad changes to be the password keypad when <enter> is touched.
The <enter> button accepts the information and moves the keypad to the next field.
<enter> must be touched to let the system know that the information is complete. To
move to a different field simply touch inside that field.
For security reasons, the password will appear only as stars (****) on the screen and
notice that there is no list button for a password. Emphasize that it is important to
use the keyboard to enter their password so that no one can see what they are
entering. Be aware that you only have 3 attempts to enter your correct password
and if you do not recall you should contact your supervisor to obtain your duplicate
(PS Form 3977) envelope for correct log on password and establish new password.
The stock unit is the collection of stock that you sell from. Notice that there is a pick list
button for this field. Although all of the stock units are listed, you are only allowed to
select those that you have access to.
Explain that <enter> is only available on keypads. <done> should always be greyed out
if the keypad is available. The <done> button will only work if all the necessary fields
have the information they need and the <enter> button has been touched in each.
If an invalid ID is entered the system will display a message. Touch <OK> to try again.
The fourth field is the domain field. The domain identifies your postal district. You will
not be changing this field.
You are now at the main tasks screen ready to begin the first transaction.
Associate’s Workbook
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Course # 23501-02
Signing off of POS ONE System
It is the end of your shift and you are finished working at your retail counter. If you are on
the screen other than the customer visit screen, touch <quit> to reach this screen.
The system will display a message asking you to confirm that you want to sign off the
system. The screen will then return to a blank sign on screen. Another user may now
sign on at this time.
Screen Review
Title area-is the top bar across the screen. This displays the name of the screen or
function.
Status line-shows the transaction number (once the transaction has begun), unit
location, workstation ID (which is the name of the terminal being used), user ID (which is
the name and stock unit of the clerk who is signed on), date and time.
Receipt log-is the section of the screen that displays details for each item sold during a
transaction. These details will also appear on the printed receipt at the end of the
transaction. On the main tasks screen, instead of a receipt log there is a “picture”
displayed. This picture may change periodically as the system is upgraded and
improved.
Input area-is the section of the screen where boxes, buttons, and lists appear.
Buttons-are labeled rectangles on the screen that can be touched to choose an item or
an action. The words on the buttons will be either black or grayed out. When they are
black the function is available. When they are grayed out the function is not available.
On this screen, <loose stamps>, <stamps>, <page down>, and <done> are all
examples of buttons.
Pick lists-offer several choices of items. Touch one of the items in the list to select or
“pick” it. Some of the data lists are very long and take a moment to display on the
screen. Be patient and don’t double-touch the button. We saw a pick list when we
were signing on (list of clerk IDs and list of stock units.
Keypad-appears on the screen when you need to enter information containing numbers
or letters. For example, if you need to enter a quantity, a keypad will appear that
displays numbers to touch. If you need to enter an address, a keypad will appear that
displays both letters and numbers to touch. You may also use the keyboard to enter
information. We saw an example of a keypad when we were signing on.
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Module 4D: POS ONE - IBM
Sales and Service Retail Training Program
A field holds a specific piece of information for the system. When information needs to
be entered or could be changed in the system, an empty box will appear on the screen,
waiting to be filled with new information. This box represents a field. For example, the
system holds customer details like “city” in a separate field, or holding place, from
“state.” Two separate boxes (or fields) will appear on screen, one labeled “city” and
one labeled “state.”
Standard button area-is a row of buttons at the bottom of almost every screen. The
buttons are: <help>, <lock>, <quit>, <tasks>, <cancel>, and <done>.
Help-is a button that you can touch when you need more information about a button or a
screen. Let me emphasize how important this button is. The system is designed with
detailed help screens for each screen and task. Whenever you have a question or are
unsure about anything in the system, touch <help> and read the screen. Have
participants touch the <help> button to see an example of the help function.
Lock - Is a button that you touch when you walk awary from your POS 1 terminal. This
feature locks your terminal, so that no one can tamper with your cash funds. Never lock
when you go to lunch. Always take your cash till out, secure in safe, and sign off
equipment.
Quit-is the button that you will touch to sign off of your workstation. It is also used when
you no longer need to finish a transaction.
Tasks-is a button that will list all of the different activities that the system is running. The
different activities will be displayed in a white box. The <main tasks> button will return
the screen to the main tasks screen. This would allow you to do more than one thing at
a time. For instance, in the middle of a transaction, use the calculator. Have
participants touch <tasks>. Touch <item entry> and then touch <OK>. (returns where
you started)
Cancel-is the button that you will touch when you need to back up to the previous
screen.
Done-is the button that you will touch when you are ready to move to the next screen.
The <done> button here is grayed out because we have not sold any items from this
screen yet.
Front office-is a retail term that is commonly used to refer to functions involving a
customer visit typically occurring in the “front” of the store.
Back office-is a retail term that is commonly used to refer to activities that do not
require customer interaction, such as inventory and close out. These activities typically
occur in the “back” of the store.
Associate’s Workbook
99
Course # 23501-02
PVI LABEL DEFINITION
TEST LABEL
TEST
LABEL
EAR 03673427
TC 00007990
AMOUNT
0000
Four formats. Obtained by selecting
“LABEL” with mode button and pressing
paper feed button. Run at start of tour,
after clearing a jam and after loading blank
labels. NOT to be given away.
$0.00
0046806-01
PVI LABEL
U.S. POSTAGE
PAID
HQ IRT LAB.DC
20260
JAN 07, ‘00
AMOUNT
$0.33
0000
0046806-01
No barcode. To be affixed on letters, flats
not meeting requirements for POSTNET
labels, Express Mail and international
mail. Provided automatically for nonPOSTNET flats Express Mail and
international mail. Can also be obtained
by selecting “PO METER” from the
“Select Next Function” screen or by
selecting “MISC AIC#” and inputting 109.
PVI BARCODE LABEL
U.S. POSTAGE
PAID
HQ IRT LAB.DC
20260
JAN 07, ‘00
AMOUNT
0000
20260
5-digit ZIP barcode. To be affixed on
domestic parcels and SPRs/IPP. Also
acceptable on letters.
$3.20
0046806-01
100
Module 4D: POS ONE - IBM
Sales and Service Retail Training Program
POSTNET LABEL
AMOUNT
0000
$3.20
U.S. POSTAGE
PAID
HQ IRT LAB.DC
20260
JAN 07’00
00046806-01
20260-6804
5-, 9-, or 11--digit ZIP POSNET Code. To be
affixed on all domestic flats EXCEPT those
sent Express Mail, registered, certified, (affix
PVI no barcode label on these flats). The 11digit label is not to be used at this time.
DESTINATION ZIP LABEL
5-digit ZIP barcode label with no postage
value. May be used for domestic parcels and
SPRs/IPP that are presented for mailing with
postage already affixed.
0000
20260 0046806-01
DESTINATION POSTNET LABEL
AMOUNT
$0.00
0000
Associate’s Workbook
U.S. POSTAGE
PAID
HQ IRT LAB.DC
20260
JAN 07, ‘00
0046806-01
20260-6804
5-, 9-, 11-digit POSTNET label with no
postage value. May be used for flats with
postage already affixed which are NOT sent
Express Mail, Registered, certified, or
special delivery (affix no label on these flats).
The 11-digit label is not to be used at this
time.
101
Course # 23501-02
PVI Boot-Up Procedures
There is no Boot up Procedure for PVI. The PVI should be left on at all times.
Run Test Labels
To generate test labels:
1.
Press the “MODE” button until label appears on the display.
2.
Press the “PAPER FEED” button once.
This will cause the PVI to eject one blank label and print out the four test labels.
Practice exercises
The practice exercises in your training will familiarize you with the functions that can be
performed on the POS ONE workstation. Upon completion of these practice exercises
you will be familiar with the screen functions, key locations, and sequence of touch
screen/keystrokes necessary to log on and off the system. During these practice
exercises you should concentrate more on how to perform the function correctly than on
speed. However, do not be afraid of making a mistake. As these exercises will show,
you can correct errors. Fatal errors are extremely rare so…relax and enjoy this learning
opportunity.
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Module 4D: POS ONE - IBM
Sales and Service Retail Training Program
Exercises
Sales Associate Luigi Scuzzese accepts a 5 oz. Flat rate priority envelope going to
East Hanover, New Jersey 07936 from a customer. No special services are requested.
The customer also wants a barcoded book of twenty 1st class stamps, 10 stamped
cards, and pays with a $20.00 bill. How much change will Luigi return to customer?
200-First Class stamps, 10 stamped cards. Oops!! I forgot my wallet. Cancel
everything.
Mail a parcel weighing 35 lb. To ZIP 22301. How much for first class? How much is
Parcel Post? Okay, send it first class. Should you mark the parcel priority? Pay cashexact amount.
Parcel weighing 1-lbs., 8oz. To local ZIP code. Insure for $86.00 and a return receipt
showing who, date and where delivered. Use PVI. Sell 5-international reply coupons.
9-aerogrammes. 5-Priority Mail stamps. Customer pays with $30.00 cash.
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Module 5:
Domestic Mail
Course # 23501-02
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Module 5: Domestic Mail
Sales and Services Associate Training
Module 5: Domestic Mail
Terminal Objective:
At the conclusion of this module future Associates will accept and process the classes
and types of domestic mail.
Enabling Objectives:
Upon completion of this module future Associates will:
•
Identify and explain domestic mail.
•
Explain mail acceptance.
•
Explain (declared/undeclared) HAZMAT (hazardous materials) and safe
handling in the mail.
•
Explain classes of mail.
•
Define mail standards (size and weight limitations).
•
Demonstrate the use of a domestic rate fold and zone chart.
•
Explain USPS Aviation Mail Security Instructions
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Course # 23501-02
PRESENTATION
Domestic mail is sent in, among and between the United States, its territories and
possessions, Army/Air Force (APO-Army Post Office) and Navy (FPO-Fleet Post
Office), Post Offices, and the United Nations. Reference: DMM Section G.
There are basic standards for accepting articles for domestic mail service. A Sales
and Services Associate should examine and check the following:
•
Addressing
•
Outside packaging
•
Sealing of package (no scotch tape, no masking tape) NOTE: Instructor
show acceptable tape.
•
If the contents are liquid or fragile, perishable, or potentially hazardous
(not a detail description of what is inside) the item must be marked or
endorsed properly.
•
Shake container gently to determine if cushioned properly.
•
Press lightly on container to determine if item can withstand
transportation and articles being placed on top.
HAZMAT or hazardous materials may be found in the mailstream at any time.
Hazardous materials are substances or materials containing a chemical or infectious
biological substance in a quantity and/or form that may pose an unreasonable risk to
health, safety, or property when transported in commerce, and which pose a risk to the
safety and health of USPS employees if not handled properly. Sales and Services
Associates need to be able to recognize and know what constitutes hazmat, how to
identify hazmat and how to safely handle hazmat.
What constitutes HAZMAT:
The USPS does not accept regulated quantities of hazardous materials and dangerous
goods which require the display of Department of Transportation (DOT) Hazardous
Material Warning Labels, with certain exceptions.
See DMM Section C020-024 and Publication 52 for examples.
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Sales and Services Associate Training
Types of HAZMAT include:
•
Flammable materials (can be in the form of a liquid, solid or gas)
•
Corrosive materials (corrosive will cause burns, irritate eyes and nose and
lungs)
•
Reactive materials ( when a material undergoes a chemical reaction, it is said to
be reactive ie. Heat generation, fire, explosion, toxic gas/vapor production)
•
Toxic materials (these have an adverse effect on the body such as allergic
reactions, cancer, etc.)
•
Biological materials (these include body fluids such as blood, urine, poisonous
insects and plants and harmful microorganisms.
•
Radioactive materials (such as found in smoke detectors and various
microwave ovens.
Declared/Undeclared HAZMAT:
Declared HAZMAT
Is mail that is properly packaged, marked and declared by the mailer and properly
accepted by the Postal Service in accordance with the DMM, Section C & Publication
52.
Undeclared HAZMAT:
Is any parcel suspected of containing acceptable or prohibited HAZMAT as described
in the DMM & Publication 52 which is not properly packaged, labeled or identified.
•
Sound of broken glass or plastic.
•
Stains or leakage, or unusual odor.
•
Delivery or return address information (ie. Chemical company.
Laboratory, etc.).
•
Preprinted markings on parcel (ie. bleach, aerosol hair spray, etc.)
•
Manufacturers name (ie. Joe’s Chemicals, Butane Lighters R US, etc.)
•
Shifting weight or liquid sound.
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Course # 23501-02
How to safely handle HAZMAT.
Facilitator will lead discusson on this topic.
Classes of mail.
•
Express- 1-2 day delivery, guaranteed, all mailable matter may be sent Express
Mail.
•
First Class/Priority- handwritten or typewritten personal correspondence such as
bills, statements of account, postal cards, and business reply mail. It is closed
against inspection. Something small such as circulars, booklets, flower bulbs,
devices, keys, seeds, etc. Normally 2-3 day service (Priority) not guaranteed.
•
Periodicals-publications, magazines and newspapers
•
Standard [Previously called Standard (A)]
•
Package Services [Previously called Standard (B)] - there are 4 sub-classes.
Parcel Post or merchandise, Bound Printed Matter, Library Mail, Media Mail
Priority Mail
•
This is our most profitable service.
•
2 to 3 day Service (not guaranteed).
•
All mailable matter may be sent Priority Mail.
•
Can be used with all other Special Services.
•
Has its own processing and delivery network.
Mail standards-size and weight limitations.
The maximum weight acceptable in domestic mail is 70 lbs.
The length plus the girth cannot exceed 108 inches. Exception is Parcel Post can be
130 inches (length plus girth).
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Module 5: Domestic Mail
Sales and Services Associate Training
Aviation Security
Aviation security policy covers all mail that is sent by air to domestic and international
destinations. Management must ensure that all employees are aware of all current
USPS Avaiation Mail Security procedures and instructions. Compliance with these FFA
instructions is mandatory.
Target Mail
All mail that uses postage stamps and weighs one pound or more that could be sent by
air is considered target mail. This mail must be remobed from the mailstream and
handled separately. Under no circumstance should this mail be shipped by commercial
airlines. All mail that is considered suspect and deposited in mailboxes must be
endoresed properly with “customer notifiation DDD-2 sticker” and “surface only” and
returned to the sender by surface transportation.
Stamped mail that is handed to a letter carrier or to a Sales and Services Associate
that weighs one pound or more must be date stamped before shipment. This mail will
be handled in accordance with the current Aviation Security Procedures.
The following are examples of what is NOT target mail.
•
Mail accepted from known mailer.
•
Official mail going to, from or between APO or FPO zip codes.
•
Express Mail items paid by corporate account and deposited into an Express
Mail collection box.
International Mail and APO/FPO Addresses
International mail and APO/FPO that weighs over 16 oz is subject to the Aviation Security Policies. In addition to those policies all mail must have a custom declaration form
attached if required. If a known mailer who legally applies for a permit imprint to a
mailpiece, a federal, state or local government agency that sends official mail, or a
military contractor who sends prepaid mail with the endorsement “Contents for Official
Use” could be exempt from Customs Requirements.
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Course # 23501-02
Acceptance by Postal Employee
The Postal Service acceptance employee must:
•
Instruct the sender how to complete, legibly and accurately, the customs declaration form, as required
•
Verify that the required information is entered on the formand that the sender has
signed the form (both parts if using a 2976)
•
Entered the weight of the article if not already done.
•
Remove the Post Office copy of the 2976 and 2976-A and advise the customer
that a copy will be retained as a record of mailing for 30 days.
•
Round stamp any uncancerlled stamps and if postage is paid by meter, round
stamp the front of the piece near the meter postage.
•
If form 2976-A is used round stamp the third copy and insert the entire declaration in envelope 2976-E.
In addition to the above procedures the acceptance employee must make certtain that
al boxes on the PS Form 2976-A are complete.
•
If insured, complete an insurance receipt and affix the insured number label to
the package, enter the insurance number, the insured amount in U.S. dollards,
and SDRs.
•
Weigh the parcel and enter the gross weight and the amount of postage.
Aviation security is the responsibility of all employees. We must be aware of these
procedures and any changes that may occur. Check with your District Avaiation
Security Office for local and current prices.
Re: Postal Bulletin 21971 (5/7/98)
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Module 5: Domestic Mail
Sales and Services Associate Training
Exercises:
1.
How much is 10 lbs., Media Mail?
2.
How much is a package going Parcel Post, weighing 17 lbs. Going to zone 6?
3.
How much is the postage on a 15 lb. parcel going inter-BMC to zone 4
measuring 35” by 16” by 16”?
4.
How much is a 3 oz. First class letter?
5.
How much would a Bound Printed Matter parcel cost that is 10 lbs. Going to
zone 4?
6.
How much is a Priority Mail parcel that weighs 8 lbs. Measuring 87” going to
zone 6?
7.
How much is a First Class parcel weighing 12 oz and measures 12” by 10” by
13”?
8.
How much is a 10” by 13” First Class Flat weighing 1 oz?
9.
How much is a 40” by 21” by 15” parcel weighing 47 lb 5 oz to zone 6 Parcel
Post?
10.
How much is a parcel weighing 17lb and measuring 34” by 18” by 16” sent
Library Mail?
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Day One Review
Course # 23501-02
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116
Day One Review
Sales and Services Associate Training
Day One Review
Terminal Objective:
Upon the conclusion of this module, future Associates will be able to explain the lessons
of the first day.
Enabling Objectives:
Upon the conclusion of this module, future Associates will be able to demonstrate the
objectives of the modules presented the first day through questions and answers.
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Day 2
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Module 6:
Express Mail
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Sales and Services Associate Training
Module 6: Express Mail Service
Terminal Objective:
Upon completion of this module future Associates will be able to sell, accept, and
process Express Mail Service.
Enabling objectives:
•
Identify and describe the types of Express Mail Service.
•
Identify and describe the benefits and features for Express Mail Service.
•
Explain Express Mail labels.
•
Identify Express Mail, Corporate Accounts and Federal Agency Accounts.
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Course # 23501-02
PRESENTATION
Introduction
Express Mail Service is designed to meet the increasing demand for fast, reliable
delivery of mail. Express Mail Service offers guaranteed same day, one day or two-day
service. The guarantee is on time attempt of delivery or money back.
Express Mail Service receives expedited handling from the time of acceptance through
delivery. The use of distinctive labels and the orange and blue express mail pouches
are designed to give high visibility allowing postal employees to isolate these pieces
from regular mail and expedite handling.
Express Mail Services
•
Post Office to Addressee (sent to a specific street address or Post Office Box)
•
Post Office to Post Office (sent to another Post Office for pick-up by the
addressee, sender must call addressee and advise the addressee to pick-up at
the receiving Post Office.)
•
Custom Designed (customer selects the time and place for both acceptance
and delivery of the shipments)
•
Express Mail Military Service (2 and 3 day Service to designated Military
APO’s/FPO’s)
Benefits and features of Express Mail Service
•
Postage and fees can be paid by Express Mail Corporate Accounts, or Federal
Agency Accounts
•
Provides a record that the article was delivered. A signature is required unless
a waiver is signed.
•
Available 365 days a year.
•
Express Mail supplies (including firm mailing book) are available free of charge.
They may be picked up at any post office or received by mail at 1-800-2221811.
•
Flat rate envelope is available for the 2-pound fee regardless of weight or
domestic destination.
•
Insurance (up to $500) is included at no additional cost; however, additional
merchandise insurance may be purchased up to $5,000.
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Module 6: Express Mail
Sales and Services Associate Training
•
Waiver for weekend or holiday delivery is available.
•
Express Mail is forwarded at no charge to the addressee or mailer.
•
Return Receipt Service is available for a fee with Domestic Express Mail
Service.
•
Guaranteed “ Attempted on time delivery or your money back”
•
Allows customers to deposit express articles at any post office, drop box, or
postal pick up.
•
Express Mail is tracked and traced. Delivery information is available to
customers at a toll free number (1-800-222-1811 or www.usps.com)
Express Mail Labels
•
Post office to post office - label a (items mailed are available for pick up at the
destination post office by 10 a.m.
•
Post office to addressee – label b (items mailed by acceptance cutoff time will
be delivered to addressee’s door (or post office box) by noon or 3 p.m. the next
day, or second day if applicable.
Express Mail Corporate Accounts and Federal Agency Accounts
•
Express Mail Corporate Account is a trust account that allows customers who
mail frequently to pay postage for Express Mail through an issued Account
Number.
•
Federal Agency Express Mail, this allows Federal Agencies to mail Express
Mail using their issued Federal Agency Account Number.
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Course # 23501-02
Exercises
1.
2.
An office that receives for delivery Express Mail from another office is which of
the following.
A.
Destination office
B.
Office of origin
C.
Acceptance office
D.
None of the above
What are the maximum dimensions (length and girth) for a domestic express
mail article:
A.
90 inches
B.
108 inches
C.
100 inches
D.
None of the above
3.
Why is it necessary for the addressee to sign for delivery (when a Waiver of
Signature was not requested) for label 11A or B items?
4.
A post office to Addressee article addressed to Jim Lang at Post Office Box
1777, Denver, CO 80201 was received in the box section at 1:00 PM. The item
was accepted for noon delivery.The box clerk recorded the information in the
appropriate block and placed a notice in the box. Did the item meet the service
standards?
5.
True or false. The service standards for Label 11B articles include delivery by
12:00 PM (noon) or 3:00 PM.
6.
Which of the following is required from a customer if a waiver is not on file,
before you deliver an express mail article?
126
A.
Signature
B.
Payment
C.
Identification
D.
None of the above
Module 6: Express Mail
Sales and Services Associate Training
IRT/POS ONE Exercises
1.
In this exercise the customer is mailing a 1lb. 8 oz article via Express Mail, Post
Office to Addressee. The destination is 8301 Traford Ln, Springfield, Va.
22152-1637. A PVI Label will be purchased for postage, and the payment will
be made by a VISA credit card.
2.
A Customer is mailing a 1lb. 8 oz package via Express Mail. Post Office to
Addressee, the destination is 165 A St., Amsterdam, NY 12010. The postage is
paid through a Corporate Account #985214.
3.
Customer is mailing a 8 oz parcel via Express Mail, Post Office to Post Office,
the destination is Main Post Office, Dallas, TX 75215-1746. Postage is paid
through Federal Agency Account. The account number on the label is
#40116270.
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Module 7:
Acceptable Payment
Methods
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Sales and Services Associate Training
Module 7: Acceptable Payment Methods
Terminal Objective
Upon the completion of this module future Associates will be able to explain the
features and benefits of the USPS Credit/Debit Card Program.
Enabling Objectives
Upon the completion of this module future Associates will be able to:
•
Define the various credit/debit cards that are accepted.
•
Understand what is an acceptable purchase with a credit card.
•
Understand what is an acceptable purchase with a debit card.
•
Describe the components of a credit/debit card machine.
•
Describe the components of a credit card sale.
•
Describe the components of a debit card sale.
•
Process a credit/debit card sale.
•
Explain the close out adjustment process.
•
Explain the features of the Cash Back option.
•
Explain other acceptable payments for postal goods and services.
•
Explain counterfeit currency.
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Course # 23501-02
Presentation
Credit cards accepted by the USPS
Currently, the cards accepted by the USPS are; VISA, Mastercard, American Express,
Discover, JCB, Diners Club/Card Blanche.
Debit Cards accepted by the USPS
Currently, all debit card networks are accepted.
Acceptable purchases with a credit card.
Under our credit/debit card program ALL POSTAL PRODUCTS and SERVICES can
be purchased by a customer using their credit card, with the following exceptions;
•
Bulk Mailing and related application and annual fees.
•
Periodicals postage and related fees.
•
Permit Imprint revenue and related application and annual fees.
•
Trust fund deposits and related fees (including, but not limited to Express Mail
corporate accounts, permit imprints, business reply/postage due, periodicals).
•
Postage meter settings and on-site meter settings, initial and subsequent.
•
Pre-cancelled stamps and related fees
•
Money Orders and money order fees
•
COD funds, Money by wire (principle and fees).
•
Passport fees.
•
Employee debts.
Acceptable purchases with Debit Card
Under the credit/debit card program ALL POSTAL PRODUCTS and SERVICES can
be purchased by a customer using their debit card with the following exception:
•
132
Passport fees. (Debit card only—to be used to purchase a money order)
Module 7: Acceptable Payment Methods
Sales and Services Associate Training
Components of a credit/debit card machine
There are five components to a credit/debit card machine, they are,
1.
The TRANZ 380 credit/debit terminal. This is the machine curently used by the
Postal Service to process an acceptable credit/debit card transaction.
2.
The swiping device. This is section in which the credit/debit card is swiped.
3.
The Printer and Ribbon.
4.
The on-light and paper low light.
5.
Identify the pin pad.
Components of a credit card sale
The critical components that make up a successful credit card sale start with;
•
When you are handed the card by a customer, you must verify there is a
signature in the signature block, on the back of the card. If there is no signature
you should not accept the card and should request another card or suggest
another payment option. This is a national credit card policy that all cards must
be signed, the card is not valid unless signed.
•
After verifying a signature in the signature block, swipe the credit card and key in
the last four digits of the credit card on the credit/debit card terminal then hit the
ENTER key. Compare the credit number against the number displayed on the
TRANZ 380. If there is a mismatch clear the machine and repeat the steps.
Once you verify the credit numbers match hit ENTER, you will be prompted for
your CLERK ID, press ENTER then you will be prompted for your PASSWORD
press ENTER.
•
Enter the amount of sale and hit the ENTER key. The terminal will begin to
process the sale.
•
When the process is completed, the TRANZ 380 will print out a receipt. After the
customer signs the receipt, this is very important, you MUST compare the
signature on the card with the signature on the receipt. If there appears to be a
mismatch you should request another form of payment and void the sale. When
the sale is completed hand the card and the customer copy of the receipt back
to the customer.
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Course # 23501-02
Components of a debit card sale
The critical components that make up a successful debit card sale start with;
The Sales and Services Associate pressing the #6 (debit) key. The terminal will
prompt you for your clerk ID input your ID and press ENTER. The terminal will then
prompt you for your PASSWORD, input your password and press ENTER. The
terminal will now prompt you for the AMOUNT OF SALE? input the amount.
The terminal will then prompt for the customer PIN (Personal Identification Number) The
terminal display will read WAITING FOR PIN. The PIN pad will beep indicating it is now
ready for the customer to input their PIN, the PIN pad will display ENTER PIN, “ENTER”
TOTAL $ AMOUNT OF SALE. Hand the pad to the customer and request they press
ENTER when completed. The TRANZ 380 will print out a receipt hand the customer
copy and card back to the customer.
The close out adjustment
The close out adjustment is used when Account Identifier Code (AIC/GLA) 762 (credit
card) and AIC/GLA 772 (debit card) do not match the totals on the TRANZ 380 Clerk
Report.
Before you make an adjustment you should verify your daily credit/debit card receipts to
be sure that they match the report. Once you have determined the accuracy or the
Clerk Report and a mismatch still exists to correct AIC/GLA 762 or 772 you need to
subtract, or add, the difference on your retail equipment.
The Cash Back Option
The Cash Back option offers our retail customers the opportunity to receive up to $50
cash back, in increments of $10.00, during their visit to your retail counter when they
choose a debit card as their choice of payment. Cash back will only be offered if the
Sales and Services Associate has “cash available.” There is no minimum purchase
amount and there is no limit to the amount of times a customer can request cash back
during one 24 hour period. However, each cash back request must be limited by a
separate purchase and paid for with an on-line debit card. An on-line debit card
requires a customer to enter a PIN. NO PIN, NO CASH. Cash retained limits must not
be increased to accommodate cash back.
The Sales and Services Associate should follow all the steps listed for a successful
debit card sale.
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Module 7: Acceptable Payment Methods
Sales and Services Associate Training
Several examples of acceptable payment methods are:
•
Cash
•
Debit/Credit
•
Travelers Checks
•
Postal/Non-Postal Money Orders
•
Cashiers Check
•
Certified Checks
Counterfeit Currency
Counterfeiting larger denominations of US currency is an increasing problem. The best
method is to compare suspect bills with a genuine bill. If you are suspicious of a bill,
notify your supervisor.
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Module 8:
Customer Relations
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Sales and Services Associate Training
Module 8: Customer Relations
Terminal Objective
Upon completion of this module, future Associates will be able to explain or
demonstrate the interpersonal communication skills to effectively conduct retail
transactions and be able to ask the right questions in order to provide every customer
with the perfect transaction.
Enabling Objectives:
Upon completion of this module, future Associates will be able to:
•
Demonstrate the components of GIST.
•
Explain CSM (Customer Satisfaction Measurement) Ease Of Use (EOU) index.
•
Explain the Mystery Shopper program.
•
Explain PS Form 4314C
•
Explain the Corporate Call Management concept
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Course # 23501-02
PRESENTATION
The perfect transaction encompasses the entire retail experience for postal customers.
It includes clean lobbies that are stocked with forms and supplies and professionally
attired, friendly retail professionals who are educated about the products and services
offered by the Postal Service. The retail professional will follow the enhanced GIST
model below during every retail transaction conducted.
Greet
•
•
•
•
•
•
Personalize the greeting by using the customer’s name (if known).
Greet with warmth and friendliness.
Make eye contact with each customer.
Greet every customer with a smile.
Always be courteous and professional.
Apologize for all problems or concerns without blame.
Inquire
•
•
•
Listen attentively.
Do not attempt to predetermine the customer’s needs.
Allow the customer to finish speaking.
Suggested questions to help determine your retail customers needs.
·
How soon do you need this article to arrive?
·
How much insurance do you need?
·
Do you need proof of mailing or delivery?
Sales and Services Associates should always keep in mind the HAZMAT and
Aviation Security issues during the Inquiry phase. If a customer presents a
packaged item to be mailed, one additional consideration needs to be given.
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Module 8: Customer Relations
Sales and Services Associate Training
Suggest
•
You’re Educating our Retail Customers
•
Consider the Cost of Service to the Customer
•
Service Standards, Special Services
The Suggestion phase is your opportunity to use your training and understanding of
Postal Products and Services to educate your Retail customer. In this phase you will
either satisfy or frustrate your customer. If you listened to what they said you should now
be ready to truly assist.
·
Would you like to pay with your credit or debit card?
·
Is there anything else I can do for you today, perhaps……?
Thank
•
•
•
•
Make sure customer has receipt, correct change and products
Express sincere gratitude
Promote return business
Provide customer with supplies for future
The Thank phase is your opportunity to bring them back into your retail office. If you
Greeted them professionally, Listened to them, and Suggested a product or service that
met their needs, genuinely Thank them.
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Course # 23501-02
Exercise: Role play with mock lobby.
Clearly, when a customer comes in to purchase only a single stamp, the employee will
not need to ask all questions listed above. However, if employees keep GIST principles
in mind during every transaction, employees will ask appropriate questions during each
transaction where it is applicable.
Customer Satisfaction Measurement
Customer Satisfaction Measurement system (CSM) is comprised of the results of
surveys that are mailed on a continuous basis to both business and residential
customers to see how our customers “perceive” their experience with postal products
and services. Telephone surveys are conducted with national and premier business
account customers.
Ease of Use Index
Ease of Use is drawn from specific CSM survey questions. We want to know how our
customers “perceive” their experience with postal products and services. Ease of use
(EOU) is defined as having products and services that are simple to use, convenient,
understandable, and accessible.
Mystery Shopper Program
The Mystery Shopper program is not a “new” program, but one that has been
successfully used in retail units for years. The original idea was to send an individual
into a retail unit to “shop” and see how they rate the product(s) and service(s) provided.
There are many benefits to be garnered from the program: checking the cleanliness of
the retail unit, the friendliness of your retail staff, the availability of products, etc. For the
USPS, the main benefit from the Mystery Shopper program is to test the sales skills of
our retail work force through the eyes of our customers.
Any future changes to the mystery shopper question requirements will be consistent
with GIST principles.
The Mystery Shopper represents the customer’s experience at the time of the shop.
GIST is a program that promotes improving the customer’s experience for every
transaction. Mystery Shopper feedback can be a powerful tool for improving customer
service as well as increasing revenue.
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Module 8: Customer Relations
Sales and Services Associate Training
Corporate Call Management
The Corporate Call Management (CCM) program was developed to allow the Postal
Service to offer its customers an easy way to get accurate and reliable information
about the Postal Service and it’s services. This program creates a world class service
operation for consumers, small business and smaller non-profit organizations. When it
is fully deployed, the network will handle over 200 million calls a year on a range of
topics including ZIP Codes, rate information, product tracking, customer complaint
handling, and service requests. Most importantly, all Postal customers will have access
to the same, standardized information and procedures no matter where they are calling
from or what time of day or night. CCM has built, tested and evaluated each of the
elements in the vision.
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Course # 23501-02
Standard Retail Transaction
Step 1 -
The typical and logical starting point for the transaction
Step 2 -
Demonstrate some form of positive and friendly greeting to each customer.
•
Step 3 -
WHY? - Surveys reveal that customers are more forgiving for long waits,
etc. if greeted pleasantly. Also, pleasant greetings are important to
customers.
A critical step where the Retail Associate needs to gain full understanding as
to what the customer needs. To set up the next step, the Associate
determines whether it is an item to mail, or something else.
•
WHY? - Most customers don’t know our full range of products and
services, and they should not be expected to know. It is the Associate’s
job to ask the right questions that will help them understand what the
customer really needs.
Step 4A - This is for a customer WITHOUT AN ITEM TO MAIL. Other needs are dealt
with at this point; for example, a customer who is picking up mail or
purchasing a money order.
Step 4B - This is for the customer who HAS A SPECIFIC ITEM TO MAIL. If it is a
package, do a visual inspection and follow HAZARDOUS MATERIALS
procedures.
•
Step 5 -
If there is an item to be mailed the Associate should ask questions related to
the time of arrival.
•
Step 6 -
WHY? - This sets up the ability to make the right recommendations of the
classes of mail.
Recommend a class of mail that will meet customer needs.
•
144
WHY? - This is an FAA requirement that is regulated by the Department
of Transportation.
WHY? - This gives the customer options for them to make a selection
based on their needs and what they are willing to pay.
Module 8: Customer Relations
Sales and Services Associate Training
Step 7 -
Explain the features and benefits of the recommended class(es) of mail. For
example, Express Mail service offers overnight guaranteed service, where
Priority would be in the 2 to 3 day range without a guarantee.
• WHY? - This step helps to assure that the Associate and customer have
agreed on the right choice.
Step 8 -
Once the class of mail has been determined, advise the customer about any
special services we offer that are available with that class of mail.
•
Step 9 -
WHY? - This question or another kind of inquiry can clear up customer’s
possible misconception that we always offer automatic insurance, or that
we keep record of mail that is processed and delivered.
Suggest a product and/or retail item.
•
WHY? - Because we have revenue generating possibilities by offering at
least one additional item. For example, current/popular commemorative
stamps, phone cards, envelopes, etc.
Step 10 - Not all of our customers know that we accept debit/credit cards for payments.
For the customer with cash in hand, educate the customer by telling them that
we do accept debit/credit cards for payment.
•
WHY? - It may be convenient for the customer and it costs less to process
for the Postal Service.
Step 11 - Retail Associate must offer correct change, process debit/credit/Liberty
Cash cards accurately and secure all funds.
•
WHY? - This maintains business, Associate and customer integrity.
Step 12 - This is where we thank and close out the transaction.
•
WHY? - Customers are why we exist and we want them to leave our retail
outlets pleased with the services rendered. In recent research when
customers were asked what is the one thing the Postal Service can do for
you, the overwhelming response was “appreciate my business”.
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Course # 23501-02
RETAIL SALES SKILLS PROCESS
(8/08/2000)
Step 1 - Customer is at USPS Retail outlet for service(s)
Step 2 - Retail Clerk greets customer pleasantly (G of GIST)
Step 3 - Retail Clerk inquires to determine customer need(s) (I of GIST)
Step 4A - If the customer has other needs
such as: money orders, mail pick-up,
desire for stamps only, needs information
only, etc., assist customer follow ed by
proceeding to "suggest at least one
additional item"*
Step 4B - If the customer has an item to mail, follow each of the follow ing steps depicted in
this Process
**When accepting a parcel, refer to HAZARDOUS MAIL acceptance procedures
Step 5 - Retail Clerk asks, 'When do you w ant the item(s) to arrive?' (I of GIST)
Step 6 - Retail Clerk recommends class of mail (S of GIST)
Step 7 - Retail Clerk explains features of the recommended class of mail
Step 8 - Once the customer selects mailing optino, Retail Clerk offers appropriate special services such as: Del. Conf., Cert., Regis., Ret.
Receipt, Ins., Merc. Ret. Receipt., Restricted. Del., COD, Cert. of Mlg. (S of GIST)
* Step 9 - Retial Clerk suggests at least one additional item (S of GIST)
Step 10 - Retail Clerk offers Debit/Credit payment option (cash, check(s), money orders, Liberty Cash Cards [w here appropriate] are other
options
Step 11 - Retial Clerk completes appropriate financial transaction.
Step 12A - Retial Clerk thanks customer appreciatively (T of GIST)
Step 12B - Our customer leaves USPS w ith service(s) rendered
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Module 8: Customer Relations
Sales and Services Associate Training
RETAIL WORKFORCE STRATEGIES
January 14, 2000
AREA RETAIL MANAGERS
DISTRICT RETAIL MANAGERS
SUBJECT: Joint GIST Memo
Enclosed is a memo jointly signed by me and Cliff Guffey, the Clerk Craft director of the APWU. Cliff
reports directly to Moe Biller. Cliff has expressed to me, repeatedly, his concerns about some of the
negative perceptions clerks have about the Mystery Shopper program. We agreed that some clarification about expectations is in order.
We agreed that expecting clerks to follow a specific script, word for word, with every customer is
not desirable, especially to customers. We are not trying to force our clerks to become robots. We
also agreed with the principles established with the GIST program and that if clerks follow these
principles with every customer, every time, they will also meet the expectations of the Mystery
Shopper program. Clerks do need to understand, however, that asking a customer, “Can I help you?”
does not satisfy the inquire part of GIST.
The APWU has already distributed this memo. It is also included in the course materials for the new
Sales and Services Training program for new clerks. Please distribute this memo to existing clerks
and supervisors as you see fit. Thank you.
Nancy M. Latch
Manager
Enclosure
475 L’Enfant Plaza W SW Room 4352EB
Washington DC 20260-2404
202-268-5548
Fax: 202-268-6087
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Course # 23501-02
RETAIL WORKFORCE STRATEGIES
October 7, 1999
SUBJECT: MYSTERY SHOPPER - FOCUS ON GIST
Our retail customers have more choices today than they’ve had in the past. They have choices among
the products and services we offer and they have choices about who provides them. Making sure
each customer leave the retail counter satisfied with their purchase and experience is our focus.
There has been confusion in the past regarding Mystery Shopper Program and whether it establishes
new requirements that are at opposition with GIST (Greet-Inquire-Suggest-Thank). The two programs
support each other in our goal to improve the customer experience.
The Mystery Shopper Program provides information on our retail performance from a customer’s
perspective. All large retailers conduct some sort of mystery shop to help identify areas for improvement and ensure customer satisfaction.
What we require of employees when the customer is a mystery shopper is what is expected of them
with every customer. It can be summarized within our GIST principles.
GIST Element
MYSTERY SHOPPER Element
Greet
Did the employee greet you pleasantly as soon
as you reached the counter?
Did the employee smile and make eye contact?
Inquire
Did the employee ask how soon you wanted the
item to get to its destination?
Suggest
Did the employee offer a specific class of mail?
Did the employee explain the features of the
recommended class of mail?
Did the employee offer any special services?
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Module 8: Customer Relations
Sales and Services Associate Training
-2Did the employee inform you that the USPS
accepts credit and debit cards?
Did the employee suggest an additional item to
purchase?
Thank
Did the employee thank you at the end of the
transaction?
Clearly, when a customer comes in to purchase only a single stamp, the employee will not need to ask
all questions listed above. However, if employees keep GIST principles in mind during every transaction, employees will ask appropriate questions during each transaction where it is applicable.
Any future changes to the mystery shopper question requirements will be consistent with GIST
principles.
The Mystery Shopper represents the customer’s experience at the time of the shop. GIST is a program
that promotes improving the customer experience for every transaction. Mystery Shopper feedback
can be a powerful tool for improving customer service as well as increasing revenue.
Nancy M. Latch
Manager
Retail Workforce Strategies
Associate’s Workbook
C.N. “Cliff” Guffy
Director, Clerk Division
American Poster Workers
Union, AFL-CIO
149
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Module 9:
International Mail
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Sales and Services Associate Training
Module 9: International Mail
Terminal Objective:
Upon completion of this module, the future Associate will be able to sell, accept, and
process international mail services.
Enabling Objectives:
Upon completion of this module, the future Associate will be able to:
•
Identify the features and customer benefits of the classes/types of
International Mail.
•
Identify the features and customer benefits of the available international
mail services.
•
Explain how to use the international mail manual to determine the weight,
size limits, postage rates, and special conditions for international
mailings.
•
Identify the forms to use for accepting International Mail, Global Express
Guaranteed, Global Express Mail, Global Priority Mail and demonstrate
how to complete them.
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Course # 23501-02
PRESENTATION
1.
Introduction
Facilitator will ask future associates what they know about International Mail. Its
potential for lost revenue and its benefits to the postal customer. Introduce the IMM.
2.
The International Mail Manual (IMM)
Have future associates turn to the index of countries and localities and tell them to use
this when they cannot find certain countries listed in the individual country listing (ICL).
This also lists coiuntries that are U.S. Posessions and use domestic rates. Localities
that are not listed separately inthe ICLs under their own heading are listed with the
country identified in parentheses.
To find postage rates and other mailing conditions you need to find the individual
country listing (ICL) in the IMM. Countries are listed alphabetically and page numbers
are provided for easy reference. After they have found the country listing turn to the
page number listed for information regarding sending international mail to that country.
Look for restrictions, prohibitions, observations, size limits, and special services.
Articles that are prohibited by the destination country are nonmailable. Customers
should be advised of restrictions when mailing items that are restricted by the
destination country and the mail is subject to the import requirements of that country.
Items that are not acceptable for domestic mail are also nonmailable in international
mail.
Stress the importance of using the IMM to determine if an item can be accepted for
international mail.
3.
Categories of International Mail
There are five categories of International Mail:
•
Global Express Guaranteed (GXG)
•
Global Express Mail
•
Global Priority Mail
•
Global Airmail
•
Global Economy
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Sales and Services Associate Training
Global Airmail and Global Economy
The provisions of the Universal Postal Convention to which the USA is a
signatory govern Global Airmail and Global Economy mail. It includes the
following classes:
•
LETTER-POST - contains letters and/or merchandise subject to weight and
size restrictions. The prohibitions, restrictions, and observations of the
destination country regulate the combination of letters and merchandise. Not all
countries will allow letters to accompany merchandise. Letters are defined as
mail containing personal handwritten or recorded communications having the
character of current correspondence. (IMM 241.1) Letter-post can be sent as
Airmail or Economy. Airmail rates start at 1 ounce; economy rates start at 1
pound.
Weight and size limits - Letter-post
•
Minimum size: 3½ x 5½
•
Maximum length, height, depth (thickness) combined: 36 inches.
•
Maximum weight: 4 pounds
•
Rolls, maximum length: 36 inches or length plus twice the diameter
combined: 42 inches
•
Envelopes and packages maximum length: 24 inches
•
Nonstandard surcharge: 11¢ for items 1 ounce or less if over 11½ inches
in length, 6½ inches in height or exceeds ¼ inch in thickness.
Other services available - Letter-post
•
Registered Mail
•
Recorded Delivery
•
Return Receipt
•
Restricted Delivery
If Letter-post contains dutiable merchandise, the sender must complete customs
declaration, PS Form 2976 (green) and attach it to the address side of the package. If
the sender does not want the nature of the contents shown on the outside of the
package, or if the value of the contents exceeds the amount stated on PS Form 2976 or
the IMM, the customer must complete customs declaration, PS Form 2976-A and
enclose it in the package. Under those circumstances, only the upper portion of PS
Form 2976 needs to be affixed to the address side of the package.
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Course # 23501-02
The complete address of the sender, including ZIP Code, must be shown in the upper
left hand corner of the envelope or package (printed in ink or typewritten) as per postal
and aviation security regulations. Air Mail stickers or ink stamps should be placed in the
lower left hand corner on the front and rear of the package. The last line of the address
must show only the country name, written in full (no abbreviations) and in capital letters.
The country name must be in English.
Aerogrammes are air letter sheets that can be folded into the form of an envelope and
sealed. Aerogramme service is available to all countries. Registry service is available
to most countries. No enclosures are permitted.
International Reply Coupons (IRC’s)-a sender of a letter may prepay a reply by
purchasing IRC’s. When a customer brings in a coupon from another country it is
exchanged for the stamp equivalent of one ounce of postage to the country in which a
customer wishes to send the letter.
Recorded Delivery service is the equivalent of domestic certified mail. The recorded
delivery fee is in addition to postage and using PS Form 8099. It provides the mailer
with a numbered mailing receipt, and affords the opportunity to obtain confirmation of
delivery through the purchase of a separate retun receipt (PS Form 2865) for an
additional fee.
Parcel Post
Parcel Post resembles domestic zone-rated Package Service mail. Merchandise is
permitted, but written communications having the nature of current and personal
correspondence are not permitted. Parcel Post may be insured (IMM 322).
Weight and Size limits:
•
156
See Individual Country Listings. Maximum length and girth combined is
79 inches to MOST countries. Some designations permit larger
packages, while other countries restrict the size and weight limits to a
smaller size.
Module 9: International Mail
Sales and Services Associate Training
Global Express Guaranteed TM (GXG)
In response to the needs of our customers for a guaranteed, time definite international
expedited delivery service the United States Postal Service has formed a business
alliance with DHL Worldwide Express to introduce Global Express Guaranteed (GXG).
GXG is a high-quality, competitively priced, guaranteed international expedited product
that wil improve the U.S. Postal Service’s global performance, build customer
confidence, and respond to the voice of the customer and voice of the business goals.
This value-added, expedited service is a two-business day guaranteed service to many
major metropolitan destingations, with day specific guarantees to all other locations.
See country specific service commitment information in GXG service guide. Service is
available from many US metropolitan markets to over 200 countries worldwide.
Products, Features and Benefits
Global Express Guaranteed has unique features that are designed to add value to the
retail customers’ use of the U.S. Postal Service products. The following are important
facts that you need to know about Global Express Guaranteed.
•
All GXG destinations have a delivery guarantee
•
Two-business day guarantee to most destinations, day specific
guaranaees apply to all other locations.
•
Guaranteed service for business documents and merchandise
•
Refunds for delayed packages
•
On-line tracking and confirmation of delivery by contacting the USPS web
site: www.usps.com
•
GXG service information at www.gxg.usps.com
•
Customer service, tracking, and confirmation of delivery available 24hours, seven-days a week by calling 800-222-1811
•
Claims and refunds are initiated by calling 800-222-1811
•
All GXG shipments are automatically insured for up to $100 or the value
limitation of the destination country whichever is less.
•
Additional insurance is available for a nominal fee
•
Delivery is not available to APO, FPO, or foreign PO Boxes.
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Course # 23501-02
Global Express Mail (EMS)
Global Express Mail can expect to be delivered in 2 - 3 days to over 180 countries
around the world. Shipments are insured without charge for up to $500 for merchandise
and document reconstruction. The service standards that apply to domestic express
mail shipments do not apply to Global Express Mail service.
Customs forms may be required. There are no refunds for the delay of Global Express
Mail. The postal service is not solely responsible for handling Global Express Mail
service. Use label I 1 -13 for mailing all Global Express Mail articles. Post office to post
office shipments is not permitted.
Global Priority Mail
 (GPM)
Global Priority Mail is an expedited airmail letter service providing fast, reliable and
economical delivery of all items mailable as letters or merchandise up to 4 pounds.
Global Priority Mail items receive priority handling in the United States and in
destination countries. Service is available only to destination countries identified in IMM
226.2. Service is available to over 50 countries around the world.
All items sent as letter class mail are accepted in Global Priority Mail provided that the
contents are mailable and fit securely in the envelope. Global Priority Mail items may
contain dutiable merchandise unless the country of destination specifically prohibits
dutiable merchandise in letters. Any item that is prohibited in domestic mail is
prohibited in Global Priority Mail.
Flat-rate envelopes are provided for customer usage. Items must * fit comfortably within
the flat-rate envelope without distorting or bursting the container. Do not use excessive
tape to keep the envelopes from bursting. Use only one piece of tape to secure the flap.
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Module 9: International Mail
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Module 10:
Return Receipt,
Restricted Delivery,
Return Receipt for
Merchandise and
Certificate of Mailing
Course # 23501-02
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162
Module 10: Return Reciept, Restricted Delivery, Merchandise and Certificate of Mailing
Sales and Services Associate Training
Module 10: Return Receipt, Restricted Delivery,
Return Receipt for Merchandise and Certificate of
Mailing
Terminal Objective:
Upon completion of this module, future Associates will be able to sell, accept and
process Return Receipts, Certificates of Mailing, Return Receipt for Merchandise
Services and Special Handling.
Enabling Objectives:
Upon completion of this module: future Associates will be able to:
•
Explain a Return Receipt-at time of mailing.
•
Explain a Return Receipt-after mailing.
•
Explain Return Receipt for Restricted Delivery.
•
Explain Return Receipt for Merchandise Service.
•
Demonstrate how to issue a Certificate of Mailing.
•
Explain Special Handling Service
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Course # 23501-02
PRESENTATION
Return Receipt-at time of mailing
There are two types of Domestic Return Receipts:
•
PS Form 3811, Domestic Return Receipt
•
PS Form 3811A, Request for Return Receipt (after mailing)
Return Receipt Service is available for customers who want evidence of mail delivery. It
is available for mail sent by:
•
COD
•
Express Mail Service
•
Numbered Insured Mail Service over $50.00
•
Registered Mail Service
•
Certified Mail Service
•
Return Receipt For Merchandise
164
•
A fee is charged for Return Receipt Service.
•
The article must be endorsed “Return Receipt requested.”
•
Remember that a Return Receipt does not provide insurance for an
article.
•
After the article has been delivered to the addressee or the addressee’s
agent, the Return Receipt is mailed back to the sender.
Module 10: Return Reciept, Restricted Delivery, Merchandise and Certificate of Mailing
Sales and Services Associate Training
Return Receipt-after mailing
A sender may request a Return Receipt after mailing a Registered, Certified, COD,
Express Mail, or Numbered Insured item by paying the required fee. The applicable fee
is waived if the mailer can produce a receipt showing the applicable Return Receipt fee
was paid.
To do so, the sender must complete PS Form 3811A and attach the proper fee and
mail the PS Form 3811A to the delivery post office. The sender will be provided with
the date of delivery and the name of the individual, company or organization that
received the mail. This form must not be taken from the retail counter, it must be
retained by the Sales and Services Associate.
Restricted Delivery Service
Restricted Delivery Service allows the mailer to direct delivery only to the addressee or
addressee’s authorized agent. The addressee must be an individual specified by
name.
Domestic Restricted Delivery is only available for:
•
COD Mail
•
Numbered Insured Mail
•
Registered Mail
•
Certified Mail
Request at the time of mailing for a fee in addition to postage. Remember, Restricted
Delivery Service is available without Return Receipt Service. You should recommend
Restricted Delivery Service to meet customer’s needs.
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Course # 23501-02
Return Receipt for Merchandise
Return Receipt for Merchandise is a form of Return Receipt Service that provides the
sender with a mailing receipt, a Return Receipt, and a record of delivery at the office of
address.
No insurance coverage is provided. Restricted Delivery Service is not available. No
Return Receipt can be requested after mailing. This service may not be used on
international mail.
This service is available only for merchandise sent at the rates for:
•
Priority Mail
•
Package Services
♦
Parcel Post
♦
Bound Printed Matter
♦
Media Mail
♦
Library Mail
Both PS Form 3804 and 3811 must be used for Return Receipt for Merchandise.
Customers may request the Postal Service to deliver the mail without obtaining a
signature by signing the waiver on PS Form 3804. This option allows the delivery
employee to sign for the article on the first delivery attempt to the listed address, if the
addressee or the addressee’s agent is not available to accept the shipment.
If the waiver is selected, the customer is accepting the employees signature and date of
delivery as proof of delivery.
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Sales and Services Associate Training
Certificate of Mailing
Certificate of Mailing Service provides the mailer with evidence that the customer
mailed an item. Once the article has been handed to the Sales and Services
Associate, it must be retained by the Sales and Services Associate until mailing. A
certificate is a document testifying to a fact. It does not provide a receipt showing that
the article was delivered to the addressee and postal insurance is not provided against
loss or damage. It must be prepared in ball point ink or typewritten.
PS Form 3817 is used for an individual (one) certificate for ordinary mail of any class.
The fee for this service is listed per item listed individually on PS Form 3817. The fee
for certificates of mailing for three or more pieces of mail are listed on PS Form 3877.
Mailers must affix uncanceled stamps or meter stamps to cover the Certificates of
Mailing fee(s). The Sales and Services Assoicate may affix a PVI to the Certificate at
time of mailing. The stamps are canceled by the postmark of the mailing office.
Special Handling
Special Handling provides preferential handling in dispatch and transportation. Special
Handling is available for 1st class/Priority Mail, and Standard B Mail. The Special
Handling fee must be paid in addition to postage for each piece being mailed. Special
Handling is required on parcels containing honey bees, and chickens, unless they are
sent at the 1st class or Priority Mail Rates.
Articles should be endorsed “Special Handling” above the address and to the right of
the return address.
Exercise
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Module 11:
Certified Mail
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Sales and Services Associate Training
Module 11: Certified Mail
Terminal Objective:
Upon completion of this module future Associates will be able to sell, accept, and
process certified mail.
Enabling Objectives:
At the conclusion future Associates will be able to:
•
Explain the purpose of the service.
•
Explain the features and customer benefits.
•
Demonstrate the completion of the required forms.
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Course # 23501-02
PRESENTATION
Introduction
This service is available only for items sent by first-class mail (which includes Priority
Mail) and may only be addressed for domestic mail (to include APO or FPO). If
customer wants International Service check IMM for Recorded Delivery.
Postal insurance is not available for Certified Mail nor authorized for International Mail
Service. Certified Mail Service is not available for Business Reply Mail.
PS Form 3800, Receipt for Certified Mail
Mailers may use privately printed PS Form 3800 if they use same size and format and
are printed in green and must be approved by the Postal Business Center.
Completing PS Form 3800
•
Have customer complete the “Sent to” portion
•
Determine applicable postage
•
Write in the postage amount and certified fee
•
Affix amount of postage to mail piece that reflects the total postage and services
fees
•
Round stamp the “postmark” portion
•
Affix the Certified Mail sticker portion to the front of the mailing item above the
delivery address and to the right of the return address.
•
Detach the appropriate portion of form and give to customer.
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Sales and Services Associate Training
Firm mailing
•
Used when three or more Certified Mail pieces are mailed at the same time.
•
Sheets in PS Form 3877 firm book are the mailer’s receipts.
•
PS Form 3877’s must be verified by checking number of items, Certified Mail
number, names and addresses of addressees
•
Affix prescribed postage to the items or check accuracy of postage already
affixed.
•
All copies must be round dated (original copy of PS Form 3877 is retained at
office of mailing.
Holding Period
•
15 days (unless less time indicated by mailer)
•
Second/Final notice (PS Form 3849) issued after five (5) calendar days from
first delivery attempt.
•
Return entire mail piece to sender if not claimed within fifteen (15) days from first
delivery attempt.
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Course # 23501-02
Exercises
1.
2.
3.
174
Certified Mail Service is available only for:
A.
Express Mail Service
B.
First Class Mail/Priority Mail
C.
Standard
D.
International Mail
Certified Mail Service provides the sender with:
A.
Postal Insurance
B.
A mailing receipt
C.
A customs declaration
D.
None of the above
Certified Mail Service may be mailed with the following special services:
A.
Insured
B.
Registered
C.
Express Mail
D.
None of the above
Module 11: Certified Mail
Sales and Services Associate Training
4.
5.
6.
The Customer benefits of Certified Mail Services include:
A.
Receipt for the sender and a record of delivery
B.
Receipt for the addressee
C.
Record of delivery at the office of the sender
D.
None of the above
Certified Mail is dispatched and handled in transit as:
A.
Express Mail
B.
First Class Mail/Priority Mail
C.
Standard Mail
D.
None of the Above
Which of the following is the receipt for Certified Mail:
A.
PS Form 3811
B.
PS Form 3812
C.
PS Form 3800
D.
PS Form 8300
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Course # 23501-02
IRT/POS Exercises:
1.
Customer comes in with a Business Reply envelope and wants to send it
Certified Mail.
What Action is to be taken?
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Module 11: Certified Mail
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Day Two Review
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Sales and Services Associate Training
Day Two Review
Terminal Objective
Upon completion of this module, future Associates will be able to explain the days
lessons.
Enabling Objective
Upon the completion of this module, future Associates will be able to demonstrate the
objectives of the modules presented the second day through questions and answers.
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Day 3
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Module 12:
Registered Mail
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Sales and Services Associate Training
Module 12: Registered Mail
Terminal Objective:
Upon completion of this module future Associates will be able to sell, accept and
process Registered Mail.
Enabling Objectives:
At the conclusion of this module, future Associates will be able to:
•
Explain the purpose of Registered Mail
•
Explain accountability and security procedures for Registered Mail.
•
Explain the preparation requirements and completion of forms for the
acceptance of Registered Mail.
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Course # 23501-02
PRESENTATION
Introduction
Registered Mail is designed to provide added protection for valuable and important
mail. It is the most secure service the USPS offers. Once you determine that the
customer does indeed want Registered, examine the article for acceptability.
Registered Mail differs from other types of mail service in that it is accounted for at
each stage of its handling. Only First-Class/Priority Mail can be registered and must be
brought to the post office, station or branch.
Business Reply Mail may not be registered and business reply envelopes may not be
used for Registered Mail.
Acceptable Registered Mail
The mail must have the complete names and addresses of both sender and
addressee.
The face of the letter or package to be mailing Registered Mail must be a minimum
size of 3 ½” x 5” regardless of thickness. International Registered Mail must be at least
3 ½” x 5 ½”.
Packages/containers should be of sufficient strength to withstand processing through
the mails. You should courteously refuse to accept an article not properly packaged.
Customers should use good quality envelopes with mucilage all the way to the edge of
the flap. Letters or large envelopes (flats) which are completely sealed and also have
paper strips or paper tape across the intersections of the flaps are acceptable.
Window envelopes must have panels covering the opening to be acceptable. If a
transparent panel is glued to the envelope, it may only contain matter without intrinsic
value. If the panel is part of the envelope, it may be used.
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Module 12: Registered Mail
Sales and Services Associate Training
Unacceptable Registered Mail
•
•
•
•
•
Envelopes or packages which appear to have been opened or resealed, or are
otherwise improperly prepared.
Self sealing envelopes.
Padded mailers, except for International Mail only.
Other envelope materials such as TYVEK, Plastic or glossy coated envelopes.
Two or more pieces of mail that are tied or fastened together in any parameter.
Sealing of Registered Mail
Do not assist the customer in the preparation or sealing of mail to be registered.
Only tape which will damage the envelope or wrapper when the tape is removed, and
will absorb an ink postmark may be used on Registered Mail. Use of transparent tape,
masking tape, nylon fiber tape or other similar types is prohibited anywhere on the
outside of the package.
Round-date letter size envelopes twice on the back of the envelope at the crossing of
the upper and lower flaps. If Return Receipt is used, Round-date partially on the receipt
and partially on the envelope flaps. If the Return Receipt covers the entire back of the
envelope, Round-date the perforation on both ends of the Return Receipt.
Round-date packages and flats sealed with paper tape across opposite edges of the
strips. Round-date all seams on the wrapping if paper tape is not used.
Labels for Registered Mail
All Registered Mail must have label 200 which is a preprinted, self adhesive label with a
number series of nine digits preceded by the letter “R”. These labels come in rolls and
are kept behind the counter/IRT or POS ONE area.
Explain that the Label 200 is placed above the address and to the right of the return
address on domestic articles. With International Postal Union mail, Label 200 is
attached to the lower left corner of the address side of the item (IMM).
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Security for Registered Mail
Keep registered articles locked in a drawer or cabinet if you do not have a separate
registry cage, until the Registered Mail articles are ready to be dispatched.
It is extremely important for you to follow the accountability and security procedures and
to keep accurate records. Registered Mail must always be handled so that individual
responsibility can be traced.
PS Form 3806, Receipt for Registered Mail
Registered Mail incorporates a system of receipts to monitor the mail’s movement from
the point of acceptance to delivery. The first copy of the PS Form 3806 is completed by
the customer and the Sales and Services Associate; the top copy is the customer’s
receipt.
Declaration of Value
Postal insurance is provided for articles valued at more than $0.01, up to a maximum
insured value of $25,000, and is included in the fee. In addition, there is a handling fee
for every $1,000 over the first $25,000 or fraction thereof on values up to 1,000,000.
Articles valued at higher amounts must be charged the handling fee listed on the
registry fee chart.
The sender must tell you (or enter on the firm mailing bill) the full value of the article and
the value is determined by the customer, not you. Bonds, deeds, stock certificates,
checks, currency, gems, business records, merchandise, jewelry, precious metals and
a variety of personal items are sent by Registered Mail.
You should not quote or suggest replacement costs to a customer.
PS Form 3877, Firm Mailing Book
This form is used by mailers who average three or more Registered Mail pieces per
mailing. The information is basically the same as PS Form 3806.
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Sales and Services Associate Training
Exercises
1.
2.
3.
All registered articles must be declared at:
A.
Market value
B.
No value or replacement cost
C.
Full value
D.
None of the above
In order to be accepted for registration, mail matter must be paid at:
A.
First-Class rate/Priority Mail
B.
Periodical rate
C.
Standard mail
D.
Any of the above
Domestic Mail is not accepted for registration if enclosed in:
A.
Any container whose face is not at least 5” inches long and 3 ½ inches
high.
B.
Self-sealing or business reply envelope
C.
Padded envelope
D.
Any of the above
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Course # 23501-02
4.
5.
The mailing receipt issued to customers mailing one registered article at a post
office is:
A.
PS Form 3896, receipt for registered article
B.
PS Form 3806, receipt for Registered Mail
C.
PS Form 3877, Firm Mailing Book
D.
PS Form 3824, temporary bulk receipt
Registered Mail letters should be postmarked:
A.
Once on front
B.
Once on front and once on back
C.
Twice on back
D.
Once on back
Exercises:
1.
Customer wants to send an expensive piece of jewelry to daughter who is away
at school.
2.
Customer wishes to mail stock certificates to the company via Registered Mail.
Customer asks the clerk to help him determine the value to claim.
3.
Customer wants to mail a 6 oz. padded envelope Registered Mail to Montana.
4.
Customer wants to mail some coins which he happens to mention that he purchased on sale for $200. However, he wishes to insure for $400.
5.
Customer brings in paperwork in an tyvek envelope (4 oz.) and needs to send
Registered Mail.
6.
A customer comes into the post office with a 2 oz. envelope to register for
$250.00 to zip 90210.
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Sales and Services Associate Training
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Associate’s Workbook
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Module 13:
Image
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Sales and Services Associate Training
Module 13: Image
Terminal Objective:
Upon completion of this module, future Associates will be able to explain how image
factors can affect customer perceptions and the Associates role in shaping those
perceptions.
Enabling Objectives:
Upon completion of this module, future Associates will be able to:
•
Explain the 21st century “Retail Mission” of the United States Postal Service.
•
Understand customer perception factors.
•
Understand competition consequences.
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PRESENTATION
The United States Postal Service is a business. All businesses face competition every
day and must consistently meet the competitive challenge in order to succeed. This
segment will introduce you to the competition faced by the Postal Service, how the
Postal Service compares, and ways in which the Postal Service is working to better
serve our customers.
The USPS is the only organization with across the board capabilities, serving every
delivery and communication need. No other organization can fulfill this entire range of
services. We are the only supplier that offers one-stop shopping for all delivery and
communication needs. Most businesses, for example, can exist without UPS (United
Parcel Service) or Federal Express, but virtually none can endure with out the United
States Postal Service.
It is also important to understand that our competitors are far from perfect. There is a
perception among many Postal Service personnel that our overnight competitors
operate in a virtually flawless manner, while there are plenty of “horror stories” about the
USPS. In reality, our competitors all have their share of well-earned complaints from
customers.
The USPS does everything the competition does and more. We are very good at what
we do and the competition considers us a competitive challenge. By the end of
training, future Associates will be knowledgeable about all USPS products and
services and how to match these to our customers’ needs each and every time.
Talk about how the future Associates can affect whether or not a customer chooses to
do business with the USPS or a competitor. It is all about customer perception. Think
of yourself as a customer, what do you look for in choosing where to do business?
Influencing customer perception can be categorized in the following three P’s:
•
Personal:
•
Professional: Your Post Office.
Is it an inviting atmosphere?
•
Postal:
198
Your appearance and demeanor.
How do you look? How do you treat customers?
USPS Products and Services .
Do we offer what the customer needs?
Module 13: Image
Sales and Services Associate Training
Personal Appearance:
If you appear professional, well groomed, and in uniform, you show that you have pride
in yourself and your job. A neat, professional appearance will have a positive impact on
customer perceptions in a few seconds, as soon as they walk in the door. The Postal
Service has a Uniform Program to ensure we look professional.
•
Handout a copy of the Employee Labor Relations Manual (ELM), Part 930, to
introduce the Uniform Program.
•
Discuss elements of proper attire for Sales and Services Associates.
•
Explain the Uniform Allowance Program
•
Review any local procedures on Sales and Services Associates uniforms.
•
Provide future Associates a list of vendors and procedures for obtaining
uniforms.
Retail Lobby Appearance:
Customers are affected not only by the appearance of the Sales and Services
Associates, but also by their total surroundings. When a customer walks into a post
office, the appearance of the Retail Lobby has an immediate effect on them. And just
like personal appearance, the appearance of the work environment can have an effect
on employee morale.
•
Explain how posters and merchandise should be displayed. The future
Associate can help create an attractive and thus professional environment the
Retail Lobby.
•
Emphasize that part of that professional environment is their work area. A clean
and uncluttered environment is always more appealing to a customer. It is a
visual indication that the USPS is organized and orderly in all aspects of
servicing their needs.
•
Finally, using the Postal Operations Manual, Section 125.4, discuss lobby
awareness programs such as the “Lobby Director Program” that are designed
to improve customer service and thus affect their perception on our
professionalism.
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Unless customers are confident in the products and services offered by the USPS, they
will turn to our competitors. Most of you are probably aware that the USPS faces direct
competition in the overnight delivery and parcel post markets. But even mail classes
protected by the Private Express Statues may face indirect competition, and new
technologies threaten to take more and more business away from the Postal Service.
Competitive to:
•
Standard Mail – Alternative networks (for newspapers and magazines, home
shopping, newspaper inserts, telemarketing, TV commercials, newspaper/
magazine ads) for advertising mail.
•
First Class Mail – Despite the USPS monopoly on delivery of First Class letter
mail, rapidly developing technology (i.e. email, fax, etc.) poses a competitive
threat. The USPS now delivers only 65% of this material.
•
Retail – Pack-and-Send retailers are now established as a highly credible
alternative to post offices. This is a traditional $2 billion industry serving much of
the traditional USPS market
USPS competitive strengths:
•
Express Mail – Expedited overnight delivery at the lowest published rates is
competitive even against volume discounts.
•
Priority Mail – “When overnight is overkill” features our expedited 2 or 3 day
delivery at far lower costs than all competitors, including volume discounts.
•
Parcel Post – Often far lower rates than those of UPS, with consistent savings in
shipments less than 10 pounds, through Zone 5.
200
Module 13: Image
Sales and Services Associate Training
The most important way for you to positively impact customer perceptions of the Postal
Service is to provide excellent customer service with every single transaction.
Customer expectations will rise continually as competition increases and technology
evolves. As Sales and Services Associates, your commitment and customer service
must EXCEED customer expectations. People take for granted the nearly 160 billion
pieces of mail that the Postal Service delivers each year, and remember only what
directly affects them. A successful retail transaction can have more to do with creating
a good impression than anything else we do.
As Sales and Services Associates, YOU are the vital role in delivering customer
service to every customer each and every time they visit a post office. And remember
the most important aspect of meeting our competitive challenge is ensuring that our
customers –the American public – have positive perceptions of the United States
Postal Service.
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Module 14:
Insured Mail
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Sales and Services Associate Training
Module 14: Insured Mail
Terminal Objective:
Upon completion of this module future Associates will be able to sell, accept, and
process Domestic and International Insured Mail Services.
Enabling Objectives:
At the completion future Associates will be able to:
•
Identify features and customer benefits of Numbered and Unnumbered Insured
Mail Services.
•
Describe Insured Mail Receipts.
•
Describe Processing of Insured Mailings using a Firm Mailing Book.
•
Describe Insured Mail forms, record keeping and holding period.
•
Describe Uninsured Mail.
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Course # 23501-02
PRESENTATION
Introduction
You must know the features and benefits of Insured Mail Service in order to provide
effective service. Merchandise Insurance is available for all Domestic Classes of Mail.
There are two types of Insured Mail Services:
•
Unnumbered Insured: Value .01 cent up to $50, no signature required.
•
Numbered Insured: Value from $50.01 to $5,000, signature required. (Signature
is required for all International Insured Mail pieces, regardless of value.)
•
Refer to ICL’s of the International Mail Manual concerning the availability of
postal insurance.
For each Insured Mail item, the mailer is issued a receipt on one of the following forms:
•
PS Form 3813, Receipt for Domestic Insured Parcel, for items insured for $50
or less. These items are stamped on the address side with an elliptical stamp
endorsing it as insured.
•
PS Form 3813P, Receipt for Insured Mail Domestic/International, for items
insured for more than $50.
Insured Mail Forms
All insured items that are sent internationally must have a form 3813P numbered
insured receipt.
Firm mailings
A copy of PS Form 3877 is the mailer’s receipt. Items insured for $50 or less are not to
be numbered and should be listed on separate PS Form 3877s or grouped together.
Items to be insured for more than $50 must use postal provided labels or privately
printed facsimiles that have been approved by the Postal Business Center. The mailer
enters the names, addressed, and Insured Number on PS Form 3877. The Sales and
Services Associate is required to verify the correctness of the information and RoundDate all copies.
Draw diagonal line through unused portions of PS Form 3877. Any alterations must be
initialed by Sales and Services Associate and the mailer.
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Module 14: Insured Mail
Sales and Services Associate Training
Record Keeping of Insured Mail
Advise customer USPS does not keep a record at the office of mailing. Mailer must
show original receipt if a claim is filed for loss or damage (also for an international
inquiry).
The Sales and Services Associate should recommend registered mail for customers
who are mailing money and irreplaceable items, regardless of value, as it provides
greater security.
Holding Period of Insured Mail
•
15 days (unless less time initialed by mailer).
•
second/final notice (PS Form 3849) issued after five (5) calendar days from first
delivery attempt
•
return entire mail piece to sender if not claimed within fifteen (15) days from first
delivery attempt.
Uninsurable mail
Items not adequately packaged to withstand normal handling in the mail.
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Course # 23501-02
Role-Play Exercises
1.
Dave presents a 5-lb Priority Mail piece addressed to Marco Island, FL 341451234 and wants it insured for $85.00. Compute postage fees using IRT/POS
ONE and complete the required forms.
2.
Patty Bee is mailing a 5-lb Priority Mail package to Chester, MT 59522-1234
and wants $250 insurance. Compute postage and fees using IRT/POS ONE
and complete the required forms.
3.
Hank walks up to your counter; he is mailing a 12-oz. item to Morton IL 615501234. Hank wants Priority Mail Service and Postal Insurance for $49. Compute
the postage and fees using an IRT/POS ONE and complete the required forms.
4.
Charles hands you a 1-oz. letter and wants it insured for $1000 because it
contains stocks. Compute the postage and fees using an IRT/POS ONE and
complete the required forms.
5.
Jennifer wants her 2-lb. package insured. It contains a $60 sweater and wants to
send it to Tribes Hill, NY 12177-1234. Compute the postage and fees using an
IRT/POS ONE and complete the required forms.
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Sales and Services Associate Training
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Associate’s Workbook
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Module 15:
Collect on Delivery
(COD) Mail
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Sales and Services Associate Training
Module 15: Collect on Delivery (COD) Mail
Terminal Objective:
Upon completion of this module, future Associates will be able to sell, accept, and
process COD Mail Services.
Enabling Objectives:
Upon completion of this module, future Associates will be able to:
•
Explain the purposes of COD Mail Service.
•
Identify the types of COD Mail Service.
•
Identify the classes of COD Mail Service.
•
Explain the marketing features and customer benefits COD Mail Service.
•
Explain COD acceptance procedures.
•
Demonstrate the proper completion of PS Form 3816.
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Course # 23501-02
PRESENTATION
The USPS provides COD or “Collect On Delivery” mail service for customers who wish
to mail articles for which they have not been paid. The addressee pays the amount the
mailer indicates as due, when the article is delivered.
There are 3 types of COD Mail Service:
•
Only merchandise cost returned to the sender.
•
Only postage and fees returned to the sender.
•
Only merchandise cost and postage and fees returned to the sender.
COD Mail Service is available with the following classes of mail.
•
Express Mail
•
First Class/Priority Mail
•
Package Service
The addressee/recipient has the option of remitting the amount due the sender either
by cash or by check. If payment is made by check, the check is made payable to the
mailer and the USPS forwards the check to the mailer. If payment is made by cash, a
postal money order is sent to the mailer. COD funds should be sent to the mailer the
following business day.
The fees for COD service include insurance against:
•
Loss
•
Damage to the article
The fees for COD service include LIMITED insurance against:
•
Failure to receive a postal money order if payment has been made by cash.
•
The recipients check if payment has been made by check.
COD is a service for domestic mail only. The regular mail fees apply plus the collection
charge specified for COD.
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Module 15: Collect on Delivery (COD) Mail
Sales and Services Associate Training
Requirements for COD Mail Service. When selling or accepting COD items you must
ensure that the:
•
Mail has the complete names and addresses of the sender and addressee.
•
Amount to be collected from the addressee must not exceed $1000.00. Do not
accept COD’s marked for cash only.
•
Amount to be collected or the amount of insurance coverage desired, whichever
is higher, determines the COD fee.
•
Sender guarantees to pay any return postage, unless otherwise specified.
•
Goods shipped must have been ordered by the addressee.
Customer may not use COD Service for:
•
Collection Agency purposes.
•
Return of merchandise about which some dissatisfaction has risen, unless the
new addressee has consented.
•
Sending only bills or statements of indebtedness.
•
Parcels containing moving picture films mailed by exhibitors to moving picture
manufacturers, distributors, or exchanges. Such parcels may be sent as Insured
Mail or if sealed, by Registered/First Class Mail.
COD Fees
The customer who is mailing a COD articles pays the postage charge, plus the COD
fee. In addition, the customer may pay fees for Special Handling. These fees are
called mailing fees. The money that the postal service collects from the addressee is
called the amount due sender.
The amount due sender is determined by the sender and usually covers the cost of the
article being mailed. The customer may also include all or part of the mailing fees.
The addressee has the option of paying by check payable to the mailer, or by cash. If
the customer pays by cash, the Money Order fee will be collected.
Except for registered COD articles, every article accepted for COD mailing is insured
as part of the COD service. There is no extra fee for insurance. The COD fee is based
on the amount of money due the sender, or the amount of insurance the sender desires.
Whichever is higher.
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Course # 23501-02
COD Exercise
1.
Larry Baumiller comes to your retail counter and wishes to mail a parcel that
weighs 15lbs. 6ozs. to ZIP code 33155 at a Priority Mail rate. He wants to
send the parcel COD and receive back the $210.00 for the merchandise only.
Postage and Fees ________________
2.
Donna Gill would like to mail a 4lb. Parcel, Priority Mail to ZIP code 90033. She
states that the addressee owes her $55. She wants a Return Receipt, and she
wishes to collect the $55 plus the postage and fees from the addressee.
Postage and Fees ________________
3.
Collection Amount______________
Joe Lujan wants to mail a car bumper that is 40”in. in length and weighs 32lbs.
going to ZIP code 99723 Parcel Post. He wants to mail it COD for the value of
the bumper which is $240 plus the postage and fees, to be collected from the
addressee.
Postage and Fees ________________
216
Collection Amount______________
Dennis Kelly wants to mail an Express Mail that weighs 1lb. 6ozs. to Naples, Fl
34102, and wants the customer to pay for the postage and fees. He also wants a
Return Receipt.
Postage and Fees ________________
5.
Collection Amount______________
A jeweler, Larry Stanfield, across the street from your office comes to your retail
counter with a 13oz. small box and wants to Register the box with Postal
Insurance for the value of $300. He wishes the customer to pay for this along with
the value of the merchandise. The parcel is addressed to Stanwood, WA 98292.
Postage and Fees ________________
4.
Collection Amount______________
Collection Amount______________
Module 15: Collect on Delivery (COD) Mail
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Module 16:
PO Box Service
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Sales and Services Associate Training
Module 16: PO Box Service
Terminal Objective:
Upon completion of this module, future Associates will be able to issue and process
Post Office Box Service.
Enabling Objectives:
•
•
•
•
•
•
Discuss the features and benefits of Post Office Box Service.
Explain the procedures for obtaining Post Office Box Service.
Describe the fee payment periods for Post Office Box Service.
Identify the forms for Post Office Box Service.
Discuss the features and benefits of Caller Service.
Discuss the features and benefits of General Delivery.
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Course # 23501-02
PRESENTATION
Features and Benefits
This service is provided as a convenience for customers who might wish to pick up
their mail at the post office for security purposes or to make the mail available to them
prior to being delivered by the carrier or at their own convenience during the hours the
lobby is open.
Customers may open these boxes by keys or combination locks. Keys to post office
boxes are only available through the post office for a fee. This fee for up to two keys is
refundable when the box is surrendered. Broken keys are replaced without charge if
the damaged key is returned. Locks and combinations are changed each time a box is
closed.
A number is assigned to each box.
There are five different box sizes, however, all sizes may not be available at every
facility. Customers rent a post office box of a certain size according to their needs.
Obtaining a Post Office Box
Procedures for obtaining Post Office Box Service. PS Form 1093 is used to obtain a
post office box. Customers must complete all appropriate entries on the form and
return it to any post office that provides window services to the public, even if it is not
the post office where the customer wishes to acquire the box. If parents or guardians
do not object in writing, minors may obtain Post Office Box Service.
Anyone who is to receive mail in the assigned box should have his/her name listed on
the PS form 1093.
When you accept an application for post office box service, you must first perform your
local verification procedures:
222
•
If you know the applicant who is submitting PS Form 1093, then you can verify
the form.
•
If you do not know the person, then you must obtain two forms of valid ID, one
being a photo ID with PS Form 1093. Social security cards are not
acceptable as identification. The applicant must present one of the following
photo IDs:
•
Drivers license
•
Military, government, or an established corporate identification card
•
Passport
•
In addition to the photo ID, the applicant must show positive proof that
they are the bonafide occupant. Current utility bill in their name, lease, etc.
Module 16: PO Box Service
Sales and Services Associate Training
An application will be considered verified if there are not discrepancies between the
information on PS Form 1093 and the identification presented.
The address shown on the PS Form 1093 must be verified within three workdays. The
applicants must reside or conduct business at the address shown.
If the information on the form does not match that on the identification, further
verification procedures must be conducted which will substantiate that the applicant
resides or conducts business at the address shown. This verification should be
completed within 3 work days.
PO Box Fees
A post office box should be assigned immediately upon approval of the application and
payment of the required fees.
Refer to “Box Rental Due Date Chart”. Payment may be made for any 6 or 12
consecutive months. Always refer to the Box Rental Due Date Chart. Customers may
transfer post office service to a different facility within the same city without paying
additional fees when transferring to a box of the same size. The customer must submit
a new PS Form 1093 where the post office service is desired. When a box is closed or
surrendered the unused portion in 3 month blocks of the fee may be refunded.
Caller Service
Caller Service is a premium service for people and companies that need more pickup
times than Firm Caller and/or have more mail than the largest box in your office will
hold daily. The fees for Caller Service are based upon a minimun of 6 months. If Caller
Service is paid for a current wall box, both caller and box fee must be paid. If any
company or individual has currently 5 wallboxes and needs another separation, there
must be phantom or caller number fee.
Box Keys are provided to boxholders for a fee. When keys are returned and the box is
closed, key deposits are refunded to a maxium of dollar amount for 2 keys regardless
of # of keys issued. No keys are provided with Caller Service. Key fees are entered in
AIC 126 or GLA 0126 and a PS Form 3544 receipt is given to customer.
General Delivery
General Delivery is available at post offices for transcients and people waiting to get
P.O. Boxes.
To get mail held in General Delivery, a Sales and Services Associate must verify the
customer’s ID. General Delivery is held for 30 days unless the Postmaster extends
holding period.
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Course # 23501-02
Exercises
1.
Process a Post Office Box fee payment on the retail equipment.
2.
Void a PS Form 3544 from a PO Box key deposit, or process a refund of a PO
BOX key refund on retail equipment.
3.
Which of the following is a necessary PS Form to rent a PO Box?
224
•
PS Form 3811
•
PS Form 3544
•
PS Form 1093
•
All of the above
Module 16: PO Box Service
Sales and Services Associate Training
Box Rental Due Date Chart
IF RENTED DURING
PERIOD FROM-TO
JAN 1 THRU 15
JAN 16 THRU 31
FEB 1 THRU 15
FEB 16 THRU 28
MAR 1 THRU 15
MAR 16 THRU 31
APR 1 THRU 15
APR 16 THRU 30
MAY 1 THRU 15
MAY 16 THRU 31
JUNE 1 THRU 15
JUN 16 THRU 30
JUL 1 THRU 15
JUL 16 THRU 31
AUG 1THRU 15
AUG 16 THRU 31
SEP 1 THRU 15
SEP 16 THRU 30
OCT 1 THRU 15
OCT 16 THRU 31
NOV 1 THRU 15
NOV 16 THRU 30
DEC 1 THRU 15
DEC 16 THRU 31
SIX MONTHS
DUE DATE
JUN 30
JUL 31
JUL 31
AUG 31
AUG 31
SEP 30
SEP 30
OCT 30
OCT 31
NOV 30
NOV 30
DEC 31
DEC 31
JAN 31
JAN 31
FEB 28
FEB 28
MAR 31
MAR 31
APR 30
APR 30
MAY 31
MAY 31
JUN 30
TWELVE MONTHS
DUE DATE
DEC 31
JAN 31
JAN 31
FEB 28
FEB 28
MAR 31
MAR 31
APR 30
APR 30
MAY 31
MAY 31
JUN30
JUN 30
JUL 31
JUL 31
AUG 31
AUG 31
SEP 30
SEP 30
OCT 31
OCT 31
NOV 30
NOV 30
DEC 31
REFUNDS (GROUP ONE AND TWO OFFICES ONLY)
DISCONTINUED SERVICE ANY TIME WITHIN THE FIRST
THREE MONTHS 1/2 SEMI-ANNUAL RATE NO REFUND
WILL BE MADE AFTER THE 1ST DAY OF THE FOURTH MONTH
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Module 17:
Money Orders
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Sales and Services Associate Training
Module 17: Money Orders
Terminal Objective:
Upon completion of this module, future Associates will be able to issue, cash, and
account for Money Orders.
Enabling Objectives:
Upon completion of this module, future Associates will be able to:
•
Identify and describe the features and benefits of Money Orders
•
Describe the types of Money Orders
•
Define the components of the Bank Secrecy Act
•
Demonstrate the imprinting procedures of a Money Order (POS ONE if
applicable)
•
Explain the procedures for inquiry of a lost or stolen Money Order
•
Explain the procedures for cashing a Money Order
•
Explain the Bait Money Order Program
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Course # 23501-02
PRESENTATION
Features and Benefits of Money Orders
•
A safe way to send money through the mail
•
Money Orders can be bought for domestic or international use
•
A copy is retained by the USPS for 2 years
•
Replacements are available (for a fee)
Types of Money Orders
Postal service issues 3 types of Money Orders.
•
Domestic service-the 50 contiguous locations including U.S. territories and
possessions, and for domestic customers to send funds to APO/FPO
addresses, and to U.S. embassies in foreign countries. Currently the maximum
amount for a domestic Money Order is $700.00 with a fee for each Money
Order.
•
Direct Service: (United States International Money Order) International service
Money Order for countries that accept the pink MP-1. The maximum amount for
an International Money Order is determined by each country (refer to the IMM).
This service is available to transfer funds to individuals or firms in countries that
have entered into agreements with the USPS for the exchange of postal Money
Orders.
•
Standard International Service:( Authorization to issue an international Money
Order) This service is for countries that do not accept the MP-1 (refer to the IMM)
230
Module 17: Money Orders
Sales and Services Associate Training
MONEY ORDER IMPRINT PROCEDURES
INQUIRY OF A LOST OR STOLEN MONEY ORDER
There is one form to use for an inquiry of a lost or stolen Money Order:
•
PS Form 6401: Money Order Inquiry
The PS Form 6401 is the form to use for an inquiry regarding a Domestic Money
Order(United States Postal Money Order). This form is also used for the Direct Service
(United States International Money Order) in countries where this service is permitted.
If the customer needs a replacement Money Order or proof that a Money Order was
cashed, including a photocopy, they should use this form. There is a fee to use this
form (see current rate chart). The customer should complete the form and return it to
the Sales and Services Associate for processing.
The PS Form 6684 is used to inquire about Money Orders in countries where the
Standard International Service is used. See current rate chart for futther information.
PROCEDURES FOR CASHING MONEY ORDERS
Customers can cash Domestic and authorized International Money Orders at post
offices. Domestic Money Orders do not have an expiration date. To cash a Domestic
Money Order, check the missing/stolen Money Order list from the current postal bulletin.
If the Money Order is not on the list then you should do the following:
•
Look for the water mark (when held to the light, you should see a faint image of
Benjamin Franklin)
•
Check for any other irregularities (attempts to change the value, etc)
•
Endorse the Money Order on the back in the same manner as you would a
check (get proper identification such as drivers license, passport, etc)
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Course # 23501-02
Bank Secrecy Act
Money Orders are accountable items. You are responsible for these items because of
their potential value and you are required to sign for them.
The U.S. treasury department has defined money, laundering as the attempt to conceal
or disguise the nature, location, source, ownership, or control of money derived from
illegal activities. This definition covers a wide range of activity and includes any type of
money, including postal Money Orders. In fact, law enforcement officials have seen
instances where postal Money Orders are used to launder large sums of money derived
from illegal drugs and other criminal activities.
The bank secrecy act requires any persons purchasing $3000.00 or more (but less than
$10,000) of Money Orders in any one day must fill out a PS Form 8105-A before
purchasing the Money Orders. When a customer requests to purchase Money Orders
totaling $3000.00 or more (but less than $10,000.00) in any one day and is asked to fill
out a PS Form 8501-A but refuses to fill the form out and acts in a suspicious manner
the clerk should fill out a PS Form 8105-B.this form is to be filled out at the
discretion of the clerk.
Postal Money Orders must be paid by cash, debit/Travelers check or Postal Money
Order only.
Postal service rules state that employees cannot sell (even with PS Form 8105a filled
out) or cash Money Orders totaling $10,000.00 or more in any one day to/for the same
person.
BAIT MONEY ORDER PROGRAM
Bait Money Orders are used to aid the Postal Inspection Service in postal burglary and
robbery investigations. Once a Bait Money Order is cashed and recovered, numerous
investigative leads can be pursued which may identify and lead to prompt
apprehension of the suspect.
Each Sales and Services Associate will receive three Bait Money Orders assigned with
their fixed credits. These Bait Money Orders are accountable. Place and store the Bait
Money Orders under the largest currency denomination compartment in your till drawer.
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Module 17: Money Orders
Sales and Services Associate Training
ROLE PLAY EXERCISES
SCENARIO #1
Jim Hanrahan (customer) asks the Sales and Services Associate how to send money
to Mexico.
SCENARIO #2
Becky Belmont (customer) requests Money Orders that total $3500.00.
SCENARIO #3
David Wilhelm (customer) comes in and asks for a Money Order for $1000.00.
SCENARIO #4
Joe Whalen (customer) wishes to purchase an International Money Order to send to
Cuba.
SCENARIO #5
Divanne Pittman (customer )comes to clerk with a $500.00 postal Money Order to
cash.
SCENARIO #6
Beverly Rimmer (customer) asks to purchase Money Orders that total $4000.00.
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Day Three Review
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Sales and Services Associate Training
Day Three Review
Terminal Objective:
Upon completion of this module, future Associates will be able to explain the days
lessons.
Enabling Objective:
Upon completion of this module, future Associates will be able to demonstrate the
objectives of the modules presented the second day through questions and answers.
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Day Four
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Module 18:
Postal Products
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Sales and Services Associate Training
Module 18: Postal Products
Terminal Objective:
Upon completion of this module future Associates will be able to identify and explain
retail products and services.
Enabling Objectives:
Upon the completion of this module future Associates will be able to:
•
Identify retail products and services
•
Explain PC Postage
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Course # 23501-02
PRESENTATION
•
Retail Merchandise offered by the Postal Service includes stationery, key
chains, caps, ties, pens, jewelry, video tapes, etc.
•
Packaging Products offered by the Postal Service are padded envelopes,
mailing envelopes, tape, bubble wrap, various size boxes, stamp dispensers,
etc.
•
Phone Cards are available at designated post offices and offered in
denominations from $10.00 to $100.00.
•
Liberty Cash Cards are a prepaid payment method to purchase postal products
and services.
•
International Wire Transfer
A.
•
Dinero Seguro (Sure Money) is a service to transfer money from the USA
to Mexico.
Philately is the collecting and study of postage stamps and other postal
materials. Examples of Philatelic Products are:
A.
B.
C.
D.
Commemorative Stamps: These are stamps that honor anniversaries,
important people, or special events. These are usually sold for a certain
amount of time.
Definitives: These are regular issues of stamps that are not
commemoratives. These are usually sold over long periods of time.
Commemorative Mint Set
Postal Service Guide to US Stamps: This is a book that lists and
describes the different kinds of available stamps.
PC Postage
PC Postage (personal computer postage) is the name used by the USPS for products
that let customers purchase and print postage onto envelopes and labels using their
personal computers and the Internet.
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Module 18: Postal Products
Sales and Services Associate Training
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Associate’s Workbook
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Module 19:
Security and Sanctity of
Mail
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Sales and Services Associate Training
Module 19: Security and Sanctity of Mail
Terminal Objective:
Upon completion of this module, the future Associates will be able to identify and
describe the Sales and Service Associates’ role in the security and sanctity of the mail.
Enabling Objectives:
Upon completion of this module, future Associates will be able to:
•
Describe the Sales and Services Associates’ role as part of the public trust
vested in each postal employee.
•
Describe unacceptable conduct involving security and sanctity of the mail.
•
Describe the consequences of failing to uphold the security and sanctity of
the mails.
•
Identify the references for employee responsibilities with regard to security
and sanctity of the mail.
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PRESENTATION
1.
The Postal Service must preserve and protect the security and sanctity of the
mail in its custody from unauthorized opening, inspection, reading of contents
or covers, tampering delay, or other unauthorized acts. This is a public trust
vested in each postal employee. Mail that is accepted by any employee must be
protected.
2.
The following are examples of unacceptable conduct relating to security and
sanctity of the mail:
•
Theft taking something that does not belong to you i.e., taking excess
merchandise samples or undeliverable publications for personal use.
Theft also includes removing merchandise, money, or coupons from
undeliverable bulk business mail for personal use.
•
Destruction or damage of mail deliberately damaging or losing of mail
i.e., discarding or defacing deliverable mail. Allowing the mail to remain
unprotected from theft and/or inclement weather.
•
Delay of mail improperly detaining of mail i.e. failing to deliver in
accordance with service standards prescribed for each class of mail.
•
Safeguarding Stamp Stock (Facilitator will lead discussion)
•
No Comingling of Funds (Facilitator will lead discussion)
•
Securing IRT/POS (Facilitator will lead discussion)
3.
Failure to uphold the public trust vested in each postal employee may cause
removal from the postal service as well as criminal prosecution resulting in fines
and/or imprisonment.
4.
References for employee responsibilities appear in various handbooks and
manuals, with section 274 of the Administration Support Manual (ASM).
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Module 19: Security and Sanctity of Mail
Sales and Services Associate Training
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Associate’s Workbook
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Module 20:
Signature Confirmation
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Sales and Services Associate Training
Module 20: Signature Confirmation
Terminal Objective:
Upon completion of this module future Associates will be able to sell, accept, and
process articles for Signature Confirmation.
Enabling Objective:
Upon the completion of this module future Associates will be able to:
•
•
•
•
•
•
•
•
Define Signature Confirmation
Explain what other special services can be combined with Signature
Confirmation
Explain how the Signature Confirmation system works.
Demonstrate selling Signature Confirmation
Explain revenue protection for Signature Confirmation
Explain the refund process for Signature Confirmation
Demonstrate accepting articles for Signature Confirmation
Demonstrate processing articles for Signature Confirmation
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Course # 23501-02
PRESENTATION
Define Signature ConfirmationTM Service
Signature Confirmation is our newest “proof of delivery” service. Signature
Confirmation is a special service that furnishes the recipient’s printed name, a copy of
their signature, as well as date, time and ZIP Code of delivery. The following are
important facts you need to know about the retail option Signature Confirmation
service.
Special Service
•
•
•
•
•
•
•
•
•
Recipient’s data entered name, date, time and ZIP Code of delivery are
available by visiting the USPS website.
Date and time of delivery are available by calling a toll free number.
An image of the signature, printed name and address is available, by •
request, using the toll free number or by visiting our website. The deliv•
ery information will be faxed or mailed to the customer.
Customers can Waive the Signature at the time of mailing. The waiver
option allows the delivery employee to sign for the article if the
addressee/agent is not available to accept the package and the item can
be left in a secure location.
Sold for use on Priority Mail and Package Services – (Parcel Post,
Bound Printed Matter, Library Mail, and Media Mail).
Signature Confirmation must be purchased at the time of mailing.
Fee is charged in addition to postage.
Available for domestic mail only.
Customers have asked for this service for their high value mailings and
fraud prevention.
Cost
•
Review current ratefold for fees.
Easy-to-Access Delivery Information
•
•
256
Customers can call 1-800-222-1811.
Customers can visit our website at www.usps.com.
Module 20: Signature Confirmation
Sales and Services Associate Training
Acceptance Information At the Retail Window is Captured With:
•
•
•
A POS ONE terminal scanner.
An IRT wand (Unisys III and MOS).
A Delivery Confirmation handheld scanner in offices without POS ONE or
IRT’s.
Delivery/Name Information is Captured With:
•
•
•
A POS ONE terminal.
A Delivery Confirmation handheld scanner.
IRT’s cannot capture delivery/name information
Customers Access Information
•
•
•
Customers can call 1-800-222-1811 to check delivery status and request
a copy of the delivery information. (Data entered name is available on
the website, not on the toll free number automated system).
Customers can visit our website at www.usps.com.
Customers can request an image of the delivery information be
faxed or mailed to them, when calling the toll free number or while
on the USPS website. Customers will receive the information
available including, recipient’s signature, printed name and street
address on the USPS response letter.
Delivery of Signature Confirmation
POS ONE
Continue to use the Mail Pickup function on POS ONE (IBM and NCR) to capture
information for Signature Confirmation items.
Delivery Confirmation handheld scanners
•
•
Scan the barcode on the Signature Confirmation label
The scanner will prompt you to:
• Have the customer complete the PS Form 3849 (signature, printed
name and address)
• Enter the first initial and last name (just like Express Mail)
• Scan the PS Form 3849
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Course # 23501-02
Offices without POS ONE or the Delivery Confirmation handheld scanner
Continue to follow current Delivery Confirmation procedures for delivery of Signature
Confirmation items.
Signature Confirmation does not affect the delivery standards for Priority Mail or
Package Services.
Electronic Option for Signature Confirmation Customers
The electronic option for Signature Confirmation service is designed for small and large
mailers who want “proof of delivery” for their packages. These mailers must pass a
USPS certification process and establish an electronic link with the Postal Service to
electronically exchange acceptance and delivery data.
The Electronic Option:
•
Signature Confirmation is available for Priority Mail and all sub-classes of
Package Services
•
Designed for small and large business customers.
•
Customers may print their own Signature Confirmation barcoded labels
or use the USPS printed Label 315.
• Customer printed labels will usually be black and white.
• USPS Label 315 Signature Confirmation is hot pink. Label 315 is
being printed with an “e” in the left top corner so employees will be
able to recognize our electronic customers.
•
Electronic customers must provide the USPS with an electronic file of
Signature Confirmation pieces that have been entered for mailing and
must also retrieve delivery status information electronically.
•
Electronic customers can request the image recipient’s signature be
mailed or faxed to them by calling 1-800-222-1811 or on our website at
www.usps.com.
IF YOUR CUSTOMERS ARE INTERESTED IN THE ELECTRONIC
OPTION PLEASE HAVE THEM CONTACT THE DISTRICT
MARKETING OFFICE FOR FURTHER ASSISTANACE OR CALL OUR
TOLL-FREE HELP DESK NUMBER, 877-264-9693, OPTION 1.
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Sales and Services Associate Training
Selling Signature Confirmation
With Signature Confirmation service, we have a way to give customers “proof of
delivery.” Signature Confirmation will also give your customers the date and time the
article was delivered, the delivery ZIP Code, and if the delivery was attempted but not
successful, the date and time of the delivery attempt. For customers with high value
items to send, Signature Confirmation service will give them “extra peace of mind” by
providing the name of the person who signed for the package.
Key questions to ask when determining customer needs:
•
•
•
•
•
•
How soon do you want it to get there?
Do you need proof of mailing or delivery?
Would you like Delivery or Signature Confirmation service?
Do you need insurance?
Do you need anything else?
Would you like to use your debit/credit card?
Important features of Signature Confirmation
•
•
•
•
•
•
Customers can visit our website at www.usps.com for information on the
recipient’s data entered name, date, time and ZIP Code of delivery.
Customers can call our toll free number 1-800-222-1811 for information
on delivery date and time.
Customers can request a copy of the image of the recipient’s signature
be faxed or mailed to them, by either calling our toll free number or
visiting the USPS website.
It can be combined with Insurance, Registry, COD, and Special Handling.
Delivery Confirmation service is included in the Signature Confirmation
service fee.
Customers can Waive the Signature at the time of mailing. The waiver
option allows the delivery employee to sign for the article if the
addressee/agent is not available to accept the shipment and if the item
can be left in a secure location.
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Course # 23501-02
Important Benefits of Signature Confirmation
•
•
•
•
•
•
•
•
•
Extra peace of mind for our customers.
Ease of use.
Provides businesses with protection from fraud for their high value
shipments.
Quick access to delivery information – delivery status is available on our
website the evening of delivery or attempted delivery.
The recipient’s data entered name is available on our website.
Delivery status is available by calling our toll free number.
An image of the recipient’s signature can be faxed or mailed on request.
Customers can request the recipient’s signature information for up
to one year.
Flexibility – can be used on Priority Mail and all sub-classes of
Package Services and may be combined with other services.
Potential retail sales opportunities
The sales opportunities for Signature Confirmation service exist with each customer
who mails Priority Mail and Package Services (Parcel Post, Bound Printed Matter,
Media Mail and Library Mail). Offer your customers the extra peace of mind that
comes with knowing who has signed for the delivery, as well as when it was
delivered. And customers can have signature information faxed or mailed to them, by
calling our toll free number or using our website.
•
•
•
•
•
•
•
•
260
Customers mailing gifts
Businesses mailing merchandise to their customers
Customers returning merchandise to companies
Customers buying and selling on internet auction sites
Businesses mailing documents (when used in combination with other
special services)
Parents sending packages to students in college
Customers mailing bill payments to companies (when used in
combination with Priority Mail)
Small Office/Home Office (SOHO) businesses
Module 20: Signature Confirmation
Sales and Services Associate Training
Important points to remember
•
•
•
•
•
•
•
•
•
A great “extra peace of mind” service for your customers.
Simple to explain.
Available for domestic mail only.
Easy to use.
Customers can Waive the Signature. The waiver option allows the
delivery employee to sign for the article if the addressee/agent is not
available to accept the shipment.
For use on Priority Mail and Package Services (Parcel Post, Bound
Printed Matter, Media Mail, Library Mail).
Customers receive the data entered name, date, time and ZIP Code of
delivery through our website at www.usps.com. They receive the date,
time and ZIP Code of delivery through the toll-free number, 1-800-2221811. Signature information will be faxed or mailed, by request, when
using our toll free number or our website.
Customers can access signature information anytime, for one year, while
the records remain in the database.
Customers cannot view the recipient’s signature on our website.
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Revenue Protection
•
Signature Confirmation fees, in addition to postage, must be collected.
•
The receipt portion of the Signature Confirmation label must be properly
completed when the piece is presented at the retail counter.
• The Priority Mail or Package Services box must be checked for
refund purposes.
• Round dates the receipt.
• Optional: the customer may fill out “Article Sent To” box if desired –
this information is not necessary for Postal use.
• Customers may need to be made aware of the Waiver of Signature
option.
•
When other special services are combined with Signature Confirmation,
fees for all services must be collected.
Refunds for Signature Confirmation
Who May Apply: The sender may apply for a refund of the Signature Confirmation
service fee on a PS Form 3533. The round dated Signature Confirmation receipt and
the USPS Signature Confirmation response letter dated at least 30 days from the date
of mailing must be attached.
Conditions For Refund: If there is no signature, signature alternative or legal mark on
the USPS response letter or no record of delivery for the Signature Confirmation piece,
the service fee can be refunded. With Waiver of Signature, the delivery employee’s
signature constitutes a valid signature. A refund of the service fee can be applied for
when requested delivery information is not available 30 days from the date of mailing.
Record Signature Confirmation refunds in AIC/GLA 553.
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Sales and Services Associate Training
RETAIL ACCEPTANCE PROCESS
Signature Confirmation service is similar to all our special services:
•
•
•
•
•
•
It has a “hot pink” PS Form 153 to distinguish the service.
The PS Form 153 has a barcode to scan when accepted at the retail
window.
The PS Form has a detachable receipt for the customer.
The receipt is round-dated.
It can be combined with other special services.
A fee is charged in addition to postage.
The Signature Confirmation Label
PS Form 153
•
Color – Hot pink
•
A three-part form:
• The customer receipt (contains the Signature Confirmation Number,
the toll free number and website address, and information on the
service).
• A self-stick barcode label.
• A Waiver of Signature Option (customer may request a waiver of
signature, which allows the delivery employee to sign for the article if
the addressee/agent is not available to accept the shipment).
• Detach both parts of the gummed label and attach to the mailpiece,
when the customer chooses the waiver of signature option.
Waiver of Signature
Customers may waive the recipient signature by:
•
Checking the Waiver of Signature box,
•
And signing on the Customer Signature line of the PS Form 153 Waiver
of Signature portion.
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Course # 23501-02
This option allows the delivery employee to sign for the article on the first delivery
attempt to the listed address, if the addressee or addressee’s agent is not available to
accept the mailing and the item can be left in a secure location. Customer’s who use
the waiver of signature option must accept the delivery employee’s signature and date
of delivery as proof of delivery.
NOTE: Waiver of Signature is not available on Signature Confirmation service
when combined with any other special service (Insured, Registry, COD and
Special Handling).
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Module 20: Signature Confirmation
Sales and Services Associate Training
Placement of the Signature Confirmation Label, PS Form 153
Important: The label must always be placed so that it can be easily identified
and scanned.
Label Placement:
•
On address side of package
•
To the left of the delivery address with less than a ½ inch between the
Signature Confirmation label and the address, this change applies to
Delivery Confirmation Labels as well. On odd-sized packages the label
must be placed so that the barcode can be scanned (i.e., on tubes, place
the label so that the barcode is horizontal to the length of the package).
•
Do not bend label around the package edge.
•
Do not cover barcode with tape or plastic wrap.
•
When used in combination with other special services, the other
special service label goes to the right of the return address.
• Keep the two labels as close to each other as possible for easy
identification at delivery.
Correct Placement
To
To
To
Incorrect Placement
To
To
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Course # 23501-02
Completion of the receipt portion of the Signature Confirmation retail label, PS
Form 153
•
Check either the Priority Mail or the Standard Mail (B) box [Standard Mail
(B) will be changed to Package Services on a future printing].
•
Round date when the piece is accepted at the retail counter
•
Optional: Customer fills out “Article Sent To” box if desired - this
information is not necessary for Postal use.
•
Signature Confirmation PS Form 153 receipts do not print in POS ONE.
Completion of the Waiver of Signature portion of the Signature Confirmation
retail label, PS Form 153
•
Customers sign the “Customer Signature” line if they choose the Waiver
of Signature option.
•
Customers check the “Waiver of Signature” block.
NOTE: Customers request Waiver of Signature with this service because they want
their packages delivered even when there’s no one home (and it can be left in a secure
site). The delivery employee’s signature constitutes valid proof of delivery. Customers
will not receive a copy of the delivery employee’s signature if they request delivery and
signature information.
Acceptance Scans for Signature Confirmation Service
Which Signature Confirmation pieces REQUIRE an acceptance scan?
•
Pieces purchased at retail counters
•
Pieces with postage affixed that are presented to the retail employee at
the retail counter
Which Signature Confirmation pieces DO NOT REQUIRE an acceptance scan?
•
Pieces collected from collection boxes or lobby mail drops
•
Pieces collected by city and rural carriers
•
Pieces collected on collection routes
•
Pieces dropped at the back dock
•
Pieces dropped at the retail counter with postage
•
Pieces accepted by a unit (e.g., CPO or CPU) that does not have a
Delivery Confirmation scanner, IRT or POS ONE terminal
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Sales and Services Associate Training
Signature Confirmation
Retail Acceptance Practice Exercises
1.
A customer requests Signature Confirmation service on a piece of
Priority Mail they are mailing. Scan the label below and make the
appropriate entries. The destination ZIP Code is 62946.
2.
A customer brings in a piece of Library Mail they would like to return and
requests Signature Confirmation service. Scan the label below and make
the appropriate entries. The destination ZIP Code is 58053.
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Module 21:
Delivery Confirmation
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Sales and Services Associate Training
Module 21: Delivery Confirmation
Terminal Objective:
Upon completion of this module, future Associates will be able to sell, accept, and
process articles for Delivery Confirmation.
Enabling Objective:
Upon completion of this module, future Associates will be able to:
•
•
•
•
•
•
•
•
Define Delivery Confirmation
Explain what other special services can be combined with Delivery
Confirmation
Explain how the Delivery Confirmation System works
Demonstrate selling Delivery Confirmation
Explain revenue protection for Delivery Confirmation
Explain the refund process for Delivery Confirmation
Demonstrate accepting articles for Delivery Confirmation
Demonstrate processing articles for Delivery Confirmation
Time Allocated: 30 min.
Instructional Method: Presentation, Discussion, Demonstration, and Role Play
Summary of Instructional Plan: Facilitator will explain the benefits and
features of Delivery Confirmation. Facilitator will demonstrate the selling, accepting and
processing articles for Delivery Confirmation.
Materials Required:
Instructor: Rip Chart, Colored Markers, PS Form 152, Scanners, IRT/POS Round
Date, and video “Delivery Confirmation”.
Future Associate: Workbook, pens and pencils
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Course # 41520-00
PRESENTATION
Define Delivery Confirmation
Delivery Confirmation has unique features that are designed to add value to
retail customers’ use of Postal Services products. Delivery Confirmation is a
special service that will provide easy to use access to delivery information at a low cost.
The following are important facts that you need to know about the retail option of
Delivery Confirmation.
Special service:
•
•
•
Sold for use on Priority Mail and Package Services - [Parcel Post,
Bound Printed Matter, Library Mail, and Media Mail
Fees are charged in addition to postage, similar to other special services
Service is available only on domestic mail (not APO or FPO)
Low cost:
Review current ratefold for prices.
Easy-to-Access delivery Information:
Customers can call 1-800-222-1811
Customers can visit the Postal Service web site at www.usps.com
Delivery Information available:
Date
Time
ZIP Code
Delivery status - delivered, attempted, fowarded, or returned to sender
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Module 21: Delivery Confirmation
Sales and Service Retail Training Program (Pilot)
Special services that can be combined with Delivery Confirmation when
additional fees are paid:
•
•
•
•
Registry, Insurance (minimum or numbered), COD, Special Handling
Return Receipt when purchased with registry, insurance (numbered) or
COD
Restricted Delivery when purchased with registry, insurance (numbered)
or COD
Return Receipt for Merchandise
NOTE: Return Receipt and Restricted Delivery cannot be combined with
Delivery Confirmation without the purchase of registry, Insurance (numbered)
or COD.
Certified Mail cannot be combined with Delivery Confirmation.
How the Delivery Confirmation System Works
A basic understanding of how the Delivery Confirmation system works is essential.
Acceptance and delivery information is collected, transmitted and stored in a central
database. This information is then available to the customer through a toll-free number
or the Postal Service web site on the Internet.
Acceptance information Is captured with:
•
An IRT wand (Unisys III and MOS)
•
A POS ONE terminal scanner
•
A Delivery Confirmation scanner (to be used by offices with Unisys 11 or
without IRT/POS ONE scanning capability)
•
An electronic file (electronic option customers)
Delivery status information Is captured with:
•
A Delivery Confirmation scanner
Customers can access delivery status Information:
•
Customers can call 1-800-222-1811
•
Customers can visit web site at www.usps.com
•
Electronic file transfer (electronic option customers)
•
Information will be available the evening of delivery or attempted delivery.
Delivery Confirmation does not affect the delivery standards for Priority Mail or
Package Services.
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Course # 23501-02
Electronic Option of Delivery Confirmation
As with the retail option of Delivery Confirmation, the electronic option Is
designed to meet specific customer needs and add value to shipping with the
Postal Service. It provides shippers with an economical, easy-to-access delivery
information system. The following general information highlights how the electronic
option is different from the retail option.
The Electronic Option:
•
Customer must be able to send and receive information electronically
•
Primarily designed for large volume shippers
•
Customers must pass USPS certification process
•
See current rate fold for Standard Mail (B) and no additional charge for
Priority Mail
•
Customers can print their own Delivery Confirmation barcoded labels or
use Postal printed barcode labels
Because of the similarity of Delivery Confirmation PS Form 152 (retail form) and Label
314 (electronic option label printed by the USPS), electronic option mailers have had
items returned postage due in error. Although the labels are similar, there are
differences to assist employees in distinguishing our electronic customer labels. Label
314 used by our electronic option customers has “314” printed in the lower right comer
and the label corners are rounded. The retail PS Form 152 has sharp corners and no
form number on the barcode portion of the form that is attached to the mailing.
If you have customers interested in using the electronic option, give them the National
Customer Support Center number, 1-877-264-9693, Option 1 to call for more
information.
Selling Delivery Confirmation
Every day retail clerks are asked by their customers, “When do you think it will get
there?” Now clerks have another simple-to-use, low-cost option to satisfy the needs of
their customers. Delivery Confirmation provides a distinct opportunity for customers to
quickly receive peace of mind when their article arrives. All clerks will be able to
suggest this new service by simple asking, “Would you like proof of mailing or
delivery?”
274
Module 21: Delivery Confirmation
Sales and Services Associate Training
The Delivery Confirmation Label
PS Form 152
•
Color- Neon green
• The two-part form includes:
• Self-stick barcoded label
• Detachable mailing receipt that the customer will need for delivery
status look-up.
• Package ID number
• Toll-free number
• Web site address
• The labels are available in post offices, stations, branches, CPOs and
CPUs, and from rural carriers and HCRs
•
Customer can pickup labels and take them back to their businesses of
homes for later use like most other special service labels.
Associate’s Workbook
275
Course # 41520-00
Placement of the Delivery Confirmation Label, PS Form 152
Important: The label must always be placed so that it can be easily Identified
and scanned at delivery.
Label Placement:
•
On address side of package
•
To the left of the delivery address within ½ inch. On odd-sized packages
the label must be placed so that the barcode can be scanned (i.e., on
tubes, place the label so that the barcode is horizontal to the length of the
package)
•
Do not bend label around the package edge.
•
Do not cover barcode with tape or plastic wrap.
•
When used in combination with other special services, the other
special service label goes to the right of the return address.
Keep the two labels as close to each other as possible for easy
identification at delivery.
Correct Placement
To
To
To
Incorrect Placement
To
To
276
Module 21: Delivery Confirmation
Sales and Service Retail Training Program (Pilot)
Exercises
1.
A customer requests Delivery Confirmation service on a piece of Priority
Mail he is mailing. Scan the label below and make the appropriate
entries. The destination ZIP Code is 62946.
United States Postal Service
DELIVERY CONFIRMATION
2.
A customer brings in a Package Services parcel she would like to return
and requests Delivery Confirmation service. Scan the label below and
make the appropriate entries. The destination ZIP Code is 58053.
United States Postal Service
DELIVERY CONFIRMATION
Associate’s Workbook
277
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Module 22:
Claims and Inquiries
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Sales and Services Associate Training
Module 22: Claims and Inquiries
Terminal Objective:
Upon completion of this module, future Associates will be able to accept indemnity
claims from postal customers for domestic and international mail.
Enabling Objective:
Upon completion of this module, future Associates will be able to:
•
Explain and demonstrate the use of PS Forms 1000, 1510, 542 and 2855.
•
Explain the Quick Reference Guide for Claims
Associate’s Workbook
281
Course # 23501-02
PRESENTATION
1.
Customer Service
As Sales and Services Associates we have an oppurtunity to reduce the number
of claims filed by our customers. Most claims can be avoided if we simply follow
the proper acceptance procedures we learned in the Domestic Mail Module. Our
customers deped on us to safely deliver the items they mail at our retail
counters. If we are not paying attention to the condition of the items when they
are mailed we greatly increase the possibility of a failure to provide the service
our customers expect and deserve. For instance, a framed picture mailed in a
padded envelope is probably going to be damaged when it arrives. Imagine the
delivery employee who can hear the broken glass inside as they make the
delivery. Imagine that you are delivering the item. What would you say to that
customer? Keep in mind that every time you accept a package the reputation of
our company is primarily resting on your ability to determine the mailability of the
item. You have the power to reduce the need for our customers to file claims,
and increase customer satisfaction by checking these guidelines on every item
mailed at your counter.
•
Addressing A return address is required for all accountable mail. New
retail equipment will provide the city and state when you key in the Zip
Code, verify this information on the mail piece. Encourage the use of our
web site for Zip look-ups and confirmation of mailing addresses. (The
majority of mail sent to the Mail Recovery Centers bears no return
address.)
•
Packaging Is the container sturdy enough to withstand normal handling in
the mail stream? Is the cushioning sufficient to protect the contents? (A
claim will be denied if the damaged insured item was not properly
packaged.) Is the package secured with good quality tape?
When a customer brings in a poorly packaged item for mailing, suggest
available packing products the customer may purchase and use. Also, offer Pub.
122 or Pub. 122 A whenever a customer purchases insurance, registered, COD,
or Express Mail.
2.
PS Form 1000
Postal customers may use PS Form 1000 when presenting indemnity claims for
domestic, registered, or express mail. Claims may also be filed for domestic
COD mail service. Indemnity provides limited insurance against loss, rifling, or
damage in transit.
282
Module 22: Claims and Inquiries
Sales and Services Associate Training
3.
Requirements for submitting claims
In addition to completing PS Form 1000, a claimant must meet a proof of loss
requirement. The customer must provide proof of complete or partial loss
(depending on which claim they are submitting). Proof of loss is not required for
COD, Registered, or Express mail claims. Note: only the mailer may file a claim
for complete loss.
The following are acceptable as proof of loss:
•
A letter or statement from the addressee after the date the article was mailed,
stating that the addressee did not receive the article.
•
The addressee may indicate on the appropriate section of the claim form that
the article was not received, then sign and return it to the sender. Retain all
items pertaining to the claim in the post office until the claim is settled. Do not
return to the mailer unless claim is for partial loss.
Note the condition of the wrapper and its contents for the claims adjudicators at
the St. Louis ISSN.
To ensure that the claim will be quickly processed, be sure you have:
•
Evidence of insurance
•
A designated payee
•
Mailer and addressee signature
•
The location of the damaged article or disposition thereof.
•
Proof of value
•
Original packaging with insured indicia
•
Proof of mailing
•
Claims paid by money order offset by AIC/GLA 539
4.
Forwarding Claims
Sales and Services Associates are required to forward PS Form 1000 with the
supporting documentation to the claims and inquiry section or to the designated
employee in the office handles claims and inquiries.
PS Form 1510, mail loss/rifling report
Use this form to report the loss, rifling, and mistreatment of ordinary and certified
mail. PS Form 1510 may be initiated by either the mailer or addressee by
telephone or in person at any post office.
Associate’s Workbook
283
Course # 23501-02
5.
Unnumbered insured
Customer must have proof of value, original packaging with insured indicia, and
proof of mailing. Claims paid by money order offset by AIC/GLA 0 539
6.
PS Form 1509 – Recall of Mail
7.
PS Form 1500 – Prohibitory Order
Sender filing claim, addressee has damaged article. Post Office where claim
was filed forwards PS Form 3862 to Post Office of addressee.
8.
Claims for international
PS Form 542, Inquiry about a Registered Article or an Insured Parcel or an
Ordinary Parcel.
9.
284
P.S. Form 3533 - Application for Refund of Postage
Module 22: Claims and Inquiries
Module 23:
Public Service Agencies/
Change of Address
Course # 23501-02
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286
Module 23: Public Service Agencies
Sales and Services Associate Training
Module 23: Public Service Agencies/Change of
Address
Terminal Objective:
Upon completion of this module, future Associates will be able to discuss the Postal
Service’s participation in public service/government agency programs.
Enabling Objectives:
•
•
•
•
Identify and describe the passport program.
Identify and describe the migratory bird stamp program.
Explain the procedures for registering individuals for the selective service
system.
Explain the prcedures for change of address.
Associate’s Workbook
287
Course # 23501-02
PRESENTATION
Passport Applications
Passport applications are only accepted in designated post offices. A passport is an
internationally recognized travel document certifying the identity and nationality of the
bearer. A passport indicates that its bearer is entitled to receive the protection and
benefits of the diplomatic and consular offices of his or her country while abroad. In
essence, it is a request on the part of the issuing government that citizens and officials
of foreign governments be able to travel in their territories and afford the traveler all
lawful aid and protection.
To obtain a U.S. passport, a person must apply for it. The Postal Service has the
authority to accept passport applications. A U.S. passport may be issued only to a
citizen or national of the United States.
Emphasize that future Associates who will be required to accept passport applications
will receive training on accepting passport applications.
Bird Stamps
The migratory bird hunting and conservation stamps are required by federal law to hunt
migratory birds such as ducks, geese, etc. Post offices act as agents of the federal
government in selling these stamps to provide a convenient location for purchasing
them. A new stamp is issued every year and is on sale for a specified period of time.
The stamp remains on sale in philatelic centers for two years.
Selective Service Program
Customers now fill these forms out completely land mail them themselves. Forms are
now kept in postal lobbies for customer use.
Change of Address Order
Records of permanent change of address orders are kept by city delivery offices for 18
months, for forwarding and address correction purposes, from the end of the month
when the change takes effect. A record of change of address orders from general
delivery to permanent local address without time limit is kept 6 months. A record of
change of address orders to other than a permanent local address is kept 30 days.
288
Module 23: Public Service Agencies
Sales and Services Associate Training
Temporary Forwarding
A customer temporarily moving away may have mail forwarded for a specifictime, but
no t to exceed 12 months. The customer must show the beginning and ending dates in
the change of address order.
Associate’s Workbook
289
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Module 24:
How to Handle Irate
Customers
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Sales and Services Associate Training
Module 24: How to Handle Irate Customers
Terminal Objective:
Upon the conclusion of this module, future Associates will be able to handle irate
customers in a professional and courteous manner.
Enabling Objectives:
Upon conclusion of this module future Associates will be able to:
•
List steps to be used in handling an irate customer.
•
Explain why good listening skills is an effective tool.
•
Explain importance of asking questions.
Associate’s Workbook
293
Course # 23501-02
PRESENTATION
1.
Don’t get on the same level as the customer. Don’t take it personally. Remain
calm.
2.
Attentively shows the customer that you are a concerned employee of the
company willing to personally help with their problem. Acknowledge that you
understand what the problem is (by paraphrasing). Attentive listening involves 6
steps.
•
Eye contact
•
Responding to customer
•
Rephrase
•
Empathy
•
Don’t express your anger
•
Refrain from interruption
3.
Writing things down shows the customer that you are really concerned with their
problem and want the facts right. The 4314C (Consumer Service Card) can be
used to write customer information down.
4.
Asking questions to clarify the problem is very important in solving the
customer’s problem. You must try to obtain pertinent information by asking
opened ended questions. (who, when, what and how?).
294
Module 24: How to Handle Irate Customers
Module 25:
Union Module
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Sales and Services Associate Training
Module 25: Union Module
Terminal Objective:
Upon the completion of this module, participants will be able to understand their
contractual rights under the current contract regarding employer’s claims and the
handbooks and manuals that govern window clerk issues.
Enabling Objectives:
Upon the completion of this module future Associates will be able to:
•
Recognize improper security practices
•
Ensure proper training with the OJI is conducted
•
Explain Article 28 (Protection of each employee’s rights)
Associate’s Workbook
297
Course # 23501-02
Presentation
Employee must exercise reasonable care in protecting their stamp stock and cash
while performing their duties.
Audit or Count Drawers
An audit of each employees fixed credit must be conducted no less frequently than
every four (4) months.
Audit must take place away from the window.
The F-1 handbook states that the count should be conducted in a “quiet area”.
Audits should not be conducted at the window.
Do not perform any transactions while an audit is being conducted.
Both the employee and the supervisor conduct independant counts. The F-1 states that
the employee must be given the opportunity to be present at the count.
If you are out of tolerance (short or over), do not sign the audit sheet. Request a re-count
of your stock. The F-1 states that a recount is only taken at the request of the employee,
not of management. By signing the audit sheet, the audit is over.
If there is a shortage, management must issue a letter of demand. The F-1 states that
all employees must receive written notice of money demand. Your supervisor must give
you written notice and provide you with your rights to file a grievance. Do not pay just
because a manager says you have to. You should request to talk with a steward. Any
overage or shortage out of tolerance should immediately be placed in trust or
suspense.
If a grievance is initiated, regardless of the amount of the debt, collection of the debt will
be delayed until the grievance is settled.
1.
298
Upon completion of the classroom portion of the training, each employee will be
assigned to a retail coach. The retail coach will work with employee to cover 32
core items that are necessary in order to take the exam. The employee has the
right to decline to sign and/or take the exam if he/she feels that the training was
not adequate. Employees will be graded by the retail coach, upon completion of
the 32 core items. If there is time allowed, employees will be trained in additional
items until completion of the work week.
Module 25: Union Module
Sales and Services Associate Training
Security Violations
Adequate Security- Management is responsible to provide you with adequate
security. Locked drawers can be opened without a key. These types of violations,should
be written up on the APWU, Report of Security Problem or Poor Financial Practice.
Make a Copy and submit to your supervisor for answer. It does not need to be the
APWU form, but it must be in writing.
A.
Locks must be changed on your drawer prior to it being issued to you.
The F-1, section 426.67 requires locks to be changed whenever an employee
relinquishes control, for any reason, usually when they bid out.
B.
Duplicate Keys Envelope (Form 3977)
Envelopes must be checked every six (6) months to assure no one has
tampered with it.
C.
Annual Lock and Key Examination
The F-1 requires that a unit’s supervisor must take an annual lock and key exam
of all locks and keys in the unit, except for duplicate keys.
D.
Does or did anyone have access to your drawer?
The F-1 states no employee, supervisor, or Postmaster may have access to the
stamp credit of another employee.
E.
Stamp Orders
The F-1 states that stamp orders are filled on a weekly basis.
F.
Count all Stamp Stock that is received.
Stamp stock should not be given to clerks unless there is time available for the
clerk to count the stamp stock. This should not be conducted between
customers.
No one else may work out of your drawer. Save all Form 1412, 1908, 17 and
3294’s. Anything that will assist in helping trace the accountability.
Associate’s Workbook
299
Course # 23501-02
Take the time to do things properly. If you are being pressured by a supervisor or
postmaster into making errors or if you have any questions about financial
accountability, see a Union Steward. Do not take risks that could lead to discipline.
•
Were all of your postage stock and accountable items counted?
•
Were you given an opportunity for rechecks of computations and a recount?
•
Did you sign Form 3294 that you agreed to the count?
•
Was the result of the count entered on Form 3368?
•
Was your Step-1 grievance filed within14 days of the date of the Letter of
Demand?
•
Are you provided with a locking drawer?
•
Do you always lock your drawer if away for any reason?
•
Have you exchanged stock without a Form 17?
•
Was a Letter of Demand issued?
•
Were you audited within four (4) months?
•
Have you designated someone to count in your absence?
•
Were you or your designee present at the count?
•
Have you permitted anyone to work from your drawer?
•
Do you get a receipt for all money turned in?
•
Do you count all requisitions upon receipt?
•
Have you reported faulty equipment as soon as it was discovered?
•
Do you show all transactions of Form 1412?
•
At the end of a day, do you run adding machine tape(s) of money orders and
fees in numerical sequence?
•
Do you enter money order numbers at beginning and end of tapes(s)?
•
Do you verify that all vouchers are accounted for?
•
If you have missing voucher(s), is drawer counted immediately and overages
entered into trust?
•
Do you enter money orders and fees on Form 1412?
•
Accepting checks. Was check accepted for money orders?
•
Was check made to Postmaster in the exact amount of transaction?
•
Is a bad check list posted?
300
Module 25: Union Module
Sales and Services Associate Training
Take the time to do things properly. If you are being pressured by a supervisor,
postmaster or other Sales and Services Associates into making errors or if you have
any questions about financial accountability, see a Union Steward. Do not take risks
that could lead to discipline.
•
If check was cashed for a person you know, was this noted on the check?
•
If unknown, was a form of identification submitted?
•
Was the form of identification one of the following; driver’s license, military I.D.
card, passport, or state issued I.D. Other credentials showing the signature and
having serial number or other information which can be traced?
•
Did you compare the signature on the check with the identification.
•
Did the signature match?
•
Upon leaving unit such as transfer, separation, etc., were the locks on the
employee’s stamp credit changed?
•
Are master keys kept in Form 3977 and signed by Postmaster or designee and
employer?
•
Is safe combination changed when a person knowing the combination is
separated, transferred, etc.?
•
Is overage in your trust fund?
•
If another employee has an overage, has permission been given to use?
•
Do you have legal financial transactions with other employees? If so, please
document.
•
Have you attached other information that would show an appearance of
relationship between shortage and another’s overage.
Associate’s Workbook
301
Course # 23501-02
Article 28
Employer Claims
The parties agree that continued public confidence in the Postal Service requires the
proper care and handling of the USPS property, postal funds and the mails. In advance
of any money demand upon an employee for any reason, the employee must be
informed in writing and the demand must include the reasons therefor.
Section 1. Shortages in Fixed Credits
Employees who are assigned fixed credits or vending credits shall be strictly
accountable for the amount of the credit. If any shortage occurs, the employee shall be
financially liable unless the employee exercises reasonable care in the performance of
his duties. In this regard, the Employer agrees to:
A.
Continue to provide adequate security for all employees responsible for postal
funds;
B.
Prohibit an employee from using the fixed credit or other financial accountability
of any other employee without permission;
C.
Grant the opportunity to an employee to be present whenever that employee’s
fixed credit is being audited and if the employee is not available to have a
witness of the employee’s choice present;
D.
Absolve an employee of any liability for loss from cashing checks if the
employee follows established procedures; and
E.
Audit each employee’s fixed credit no less frequently than every four months.
302
Module 25: Union Module
Sales and Services Associate Training
UNITED STATES POSTAL SERVICE
Labor Relations Department
475 L’Enfant Plaza SW
Washington, DC 20260-4100
June 17, 1987
Mr. Kenneth D. Wilson
Director, Clerk Craft Division
American Postal Workers
Union, AFL-CIO
1300 L Street, N.W.
Washington, D.C. 20005-3399
Dear Mr. Wilson:
This is in response to Mr. Tunstall’s June 2 letter regarding the use of union-furnished Forms to report
financial accountability problems as called for at part 141 .2 of the F-1 handbook.
The intent of the language at part 141 .2 is to require that employees notify their Supervisor in writing if
they find a deficiency in the security of the equipment provided for the protection of accountable items.
The language was written specifically not to require a certain form for such notice and, at this time,
there is no plan to create such a form. Accordingly, the written notice may be provided in any reasonable format, including the form that has been developed by the APWU. The acceptance of the form, as
with any other written notice, does not necessarily acknowledge that a security deficiency exists but
does acknowledge that appropriate notice has been provided to management by the employee.
If you have any questions regarding the foregoing, please contact me at your
convenience.
Sincerely,
Frank X. Jacquette, III
Labor Relations Executive
Programs and Policies Division
Office of Contract Administration
(202) 268-3823
Associate’s Workbook
303
Course # 23501-02
BURDEN OF PROOF
Article 28, Section 1, has been interpreted by arbitrators to allow management to hold
any employee accountable for a shortage or loss, unless the union shows the employee
has exercised reasonable care or established one of the enumerated defenses
discussed in the following sections. However, even in cases involving one of the
enumerated defenses, conservative arbitrators’ decisions almost always turn on
whether the grievant is negligent, the union must generally show that something else,
such as a particular failure by management, caused the loss, and that the grievant’s
negligence was not a contributing factor.
The responsibility of the union filling in possible gaps in evidence frequently leads to
the denial of grievances, because in many cases, the specific transaction causing the
loss is not known. Sometimes, however, an arbitrator will modify a grievance where
proof of causation is lacking, if there seems to be some injustice in holding the grievant
liable – for example, where physical security or work procedures are very poor, or the
grievant’s work record is very good or long. When an arbitrator is moved by those
factors, he/she will generally either: (1) split the loss on grounds of fairness; (2) Adopt
a comparative negligence approach; or (3) shift the burden of proof to management to
show for example, that a proven lack of security did not cause the loss, or that the
grievant’s negligence was actually a contributing factor.
304
Module 25: Union Module
Sales and Services Associate Training
MEMORANDUM OF UNDERSTANDING
BETWEEN THE
UNITED STATES POSTAL SERVICE
AND THE
AMERICAN POSTAL WORKERS UNION,
AFL-CIO
Stamp Stock Tolerances
The Financial Handbook for Postal Offices (F-1) shall be revised to reflect the following:
Amount of Stamp Stock
Tolerance
Up to $30,000.00
$30,000.01 to $60,000.00
Above $60,000.00
$50.00
$100.00
$150.00
Associate’s Workbook
305
Course # 23501-02
American Postal
Workers Union,
AFL-CIO
Report of Security Problem or Poor Financial Practice
1300 L St. N.W. Wash., D.C.
2
0
0
0
5
Employee’s Report:
Include details of the specific
security problem or improper
or poor financial practices.
_______________________________________________
_______________________________________________
_______________________________________________
_______________________________________________
_______________________________________________
_______________________________________________
_______________________________________________
_______________________________________________
_______________________________________________
_______________________________________________
_______________________________________________
_______________________________________________
_______________________________________________
_______________________________________________
_______________________________________________
_______________________________________________
_______________________________________________
__________________________ _________________
Employee’s Signature
Date
Supervisor’s Responses:
Indicate what corrective action
will be taken or reasons why
corrective action is not being taken.
306
_______________________________________________
_______________________________________________
_______________________________________________
____________________
____________________
Supervisor’s Signature
Date
Module 25: Union Module
Day Four Review
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Sales and Services Associate Training
Day Four Review
Terminal Objective:
Upon completion of this module, future Associates will be able to explain the days
lessons.
Enabling Objective:
Upon completion of this module, future Associates will be able to demonstrate the
objectives of the modules presented the forth day through interactive game.
Associate’s Workbook
309
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Day Five
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Module 26:
Overview of Customer
Relations
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Sales and Services Associate Training
Module 26: Overview of Customer Relations
Terminal Objective:
Upon the completion of this module, future Associates will be able to explain how
“good” customer relations effects their jobs and the USPS
Enabling Objectives:
Upon the completion of this module future Associates will be able to:
•
Demonstrate the components of GIST
Associate’s Workbook
315
Course # 23501-02
PRESENTATION
1.
Summary: (role play)
A customer enters the post office and walks to the next available Sales and
Services Associate. The customer informs the Sales and Services Associate
that he’s having a problem with his mail delivery. At this time the customer just
wants this problem resolved.
2.
Summary: (role play)
A customer enters the post office and walks up to the line where there are two
other customers waiting to be helped. There are two Sales and Service
Associates behind the counter one is dressed professionally (with a good
attitude) and the other is unprofessional (with a bad attitude).
3.
Summary: (role play)
A customer enters the post office and walks to the next available Sales and
Services Associate. The customer has just moved into the city and wants to get
her mail delivery started
4.
Summary: (role play)
A customer who does not speak English enters the post office and walks to the
next available Sales and Services Associate. The customer informs the Sales
and Services Associate that she has a letter that she wants to go the safest,
fastest and cheapest way. It must get there as soon as possible.
316
Module 26: Overview of Customer Relations
Module 27:
Daily Financial Report
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Sales and Services Associate Training
Module 27: Daily Financial Report
Terminal Objectives:
Upon completion of this module, future Associates will be able to prepare the Daily
Financial Report (1412), which includes closing out and submitting completed forms
and supporting documents to supervisor.
Enabling Objectives:
•
Learn how to do a preliminary and final PS Form 1412.
•
Describe procedures to remit advance and final deposits.
•
Identify and describe accountability and security measures for close-out
procedures.
Associate’s Workbook
319
Course # 23501-02
PRESENTATION
Introduction
Future Associates handle many financial transactions. It is vital to handle all financial
transactions accurately, and report them properly.
PS Form 1412 is designed to provide a running record of receipt controls, stamp
accountability, and cash retained..
During this session we will discuss how to close out financial transactions. PS Form
1412 must be prepared in duplicate. You will give the original to a supervisor and you
will keep the copy.
EXERCISES
INSTRUCTIONS MOS/UNISYS IRT
You are to do the following transactions that simulate doing a days business at the
window. You will be given a new disk, the opening accountability of this disk will be
$5000.00, you will need to set up money orders first number 12345678000 (100 sets).
After you are done you will need to run all end of day reports that relate to the items that
you have done, verify these lists with your instructor, if incorrect make corrections, if
correct you can clear check list. Verify your 762,772, and 752. Adjust your cash, run
preliminary 1412 and verify with your instructor. Finally you can run your Final 1412
INSTRUCTIONS POS ONE NCR/IBM
You are to do the following transactions for the day. You will be given your Logon and
Password by your instructor. Follow procedures in your POS ONE NCR Procedures
Guide to receive your money orders (you will also get 6 money orders from your
instructor)
When you are done you will need to do your close out procedures as outlined in your
reference guide. If you have any questions now or during the exercise ask your
instructor.
1.
320
Customer wants 2 rolls of stamps pays by business check from the R&M
Construction company.
Module 27: Daily Financial Report
Sales and Services Associate Training
2.
Next person wants 1 roll of stamps and pays with Visa card.
3.
Customer wants 10 pretty stampsand will pay by cash.
4.
Sell 1 coil of stamps, payment exact cash
5.
Customer wants 3 books ofSelf-Stick stamps, and pays with Debit Card.
6.
Providence Medical wants 1 large roll of stamps (500) pays by check.
7.
Sell Domestic Money Order for $25.00with payment by debit card.
8.
Your next customer wants 2 Duck stamps and will pay by cash.
9.
Sell 70 Postal Cards and 20 Stamps for Post Cards, will pay with credit card.
10.
Jim Smith pays for his 6 month #1 box rent renewal with his personal check.
11.
Customer wants 10 bucks worth of stamps.
12.
Next person wants 4 rolls of stamps and pays with Credit Card.
13.
Acme Auto closes out their PO Box, Refund 2 keys.
14.
Send First Class letter, Certified, with a Return Receipt. USE PVI, pay cash.
15.
Send 2 packages each weighing 3 lbs, Priority Mail, Insure each for $150.00,
use PVI, pay with Credit Card.
16.
Customer has a 3849 for a Postage due letter for .44, exact cash.
17.
The Big Bag Co. wants 3 coils of stamps, pays by check.
18.
Moore Plumbing wants 2 books of stamps and a small padded bag, pays by
check.
19.
Mom’s Grocery rents a semi-annual #2 Box #169, with 2 keys, pays by check.
YOU GO TO LUNCH (DO ADVANCE DEPOSIT IF REQUIRED).
20.
Customer wants 5 coils of stamps, pays by cash.
21.
Sell 3 books of stamps and a 18 lb package Priority Mail, to Zip 90210, with
delivery confirmation, pays by cash.
22.
Mr. Miller wants 2 rolls of stamps and 10 Love stamps, pays by check.
23.
Sell 3 Domestic Money Orders, 1 - $100.00 and 2 - $500.00 each, pays 28.
24.
Send 2 packages Priority Mail, one weighs 1 lb and the other weighs 2 lbs pays
with $10 travelers check.
25.
Sly Fox pays his 6 months box rent #1, pays with his check.
26.
Sell Money Order for $125.00, pays with Debit Card.
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27.
Kitty Kat wants 1 coil of stamps and one sheet of 50 commemorative stamps,
pays with check.
28.
Customer has 3849 for Postage Due Package, $3.15, exact cash.
29.
The Acme Collection Agency wants 3 keys for their box #308, cash.
30.
Diggy Dog writes a check for 20 - 20 cent stamps, and a sheet of 50
commemorative stamps.
31.
Customer wants 25 stamps, pays cash.
32.
Sell 10 coils of stamps, pays by cash.
33.
Customer wants 1 box of 500 #10 plain stamped envelopes, pays by cash, use
AIC 846 for offset.(note: POS will perform this offset automatically)
Preparing for Closing Out
The very first step in preparing to close-out is to gather and put into groups all materials
related to the day’s financial transactions. You should divide money into groups of
cash, checks, and cashed money orders; then group support documents according to
the type of transactions.
Daily Close Out Procedure
1.
Group Receipts:
A.
Express Mail Receipts
1.
Other
2.
Federal
3.
Corporate
Money Order vouchers (Domestic)
Money Order vouchers (International)
3544 Receipt for Money
3603 Customer Meter Receipts
1538 Box Rent Receipts
COD Tags
Custom Forms
Checks
Credit Card / Debit Card Receipts
B.
C.
D.
E.
F.
G.
H.
I.
J.
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2.
Print lists on IRT.
IRT (UNISYS) Print List Menu
1.
Checks
2.
Domestic Money Orders
3.
International Money Orders
4.
Clerk Adustments
5.
Item Count
6.
3544’s
7.
3603’s
8.
COD’s
9.
Customs
10.
All Lists (never use)
11.
Preliminary 1412
12.
Express Mail
13.
PVI Activity
14.
Future Use
15.
Delivery Confirmation
Print Lists in any sequence you desire.
1 through 9 you must push # plus enter or 0# will enter it automatically
10 through 13 you enter # and it will automatically enter and print
Remember, Express Lists must be run separately for Other, Federal, and Corporate.
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Course # 23501-02
IRT (MOS) Print List Menu
01
Checks
02
Domestic Money Orders
03
3544
04
3603
05
Clerk Adjustments
06
Item Count
07
Express Mail
08
PVI Register
09
PVI Activity
10
Preliminary 1412
11
International Money Orders
12
COD’S
13
Customs
14
Delivery Confirmation
15
PS 1538
Print list in any sequence you desire.
Remember, Express lists must be run separately for Other, Federal, and Corporate.
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Module 27: Daily Financial Report
Sales and Services Associate Training
3.
Match Receipts to Lists
Verify lists are correct. Make any corrections if necessary.
Use error correct menu to correct checks or receipts
4.
Debit/Credit Card Imprinter List
A.
Print clerk list hit Function key, #3, Clerk ID, password
B.
Verify credit/debit card receipts to Imprinter List
C.
Verify sequence of Receipts
5.
Verify Credit Card (shift-AIC-762) *correct if necessary
6.
Verify Debit Card (shift-AIC-772) *correct if necessary
7.
Now Let Us Adjust Your Money
Press SHIFT + MISC AIC together, then 752 – This shows the amount of cash you are
turning in. You will have to adjust up or down to match your count sheet to the even dollar
amount.
To Increase – Press “Postage Stamps” and add the amount to postage sales. “Total
Total”
To Decrease – Press “Postage Stamps” then “Error Correct” enter the amount that you
are over. “Total Total”
Then check your amounts again “SHIFT + MISC AIC” together then 752. Does it match?
Cash must be the same amount as AIC 752 in IRT
Remember, whenever you are counting funds for remittance always do so away from
customers view. Whenever you are away from your cash drawer (such as break or
lunch) be sure it is locked and secure.
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8. REMOVE BILLS FROM YOUR DRAWER
ALL $100.00
ALL $50.00
ALL $20.00
ALL $10.00
Maybe some $5’s + $1’s
9. RUN PRELIMINARY 1412
Turn-In with all receipts to the T-6, Postmaster, or Supervisor with checks and cash.
Wait until your checks, documents, and cash has been verified and your Preliminary
1412 has been initialed by consolidator.
10. RUN FINAL 1412
After everything is checked you run your Final 1412, sign it, keep your copy, turn in
original.
The last step in closing out is for you to store and secure your cash drawer, and stamp
stock. You must lock your money orders in a secure container. It is important that you
secure these items because you are responsible and will be accountable.
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Module 27: Daily Financial Report
Sales and Services Associate Training
DAILY CLOSEOUT POS ONE NCR
Students should refer to POS ONE Procedures Guide section 5.
End of day Clerk
1
2
3
4
5
Press CLERK Services/Back Office (static key).
Select Administrative Functions (Dynakey)
Select Reports (Dynakey).
Select CLERK FINANCIAL REPORT 1412
PRINT REPORT
Print any reports that are needed.
6
RETURN TO BROWSER and EXIT REPORTS
7
8
9.
10.
END CLERKS DAY
PRESS COUNT FINAL DEPOSIT
Press Personal Check
Toggle highlighted check to verify (note all checks available for deposit must be
toggled)
ACCEPT KEY WHEN ALL ARE CHECKED. This procedure must be
completed for all non-cash tender.
11.
PRESS RETURN TO SUMMARY
Press retain cash dynakey (you will enter your $100.00 plus any odd cents) key
in this amount and press ENTER. Press ACCEPT.(dynakey)
12.
COUNTING CASH
To get the correct amount you will need to go to the Available For Deposit line
from the end of clerks day summary screen. (write this number down).
Press COUNT FINAL DEPOSIT dynakey
press CASH dynakey
Use up/down to scroll to the denomination and enter the quantity of the bill of that value,
do this for each denomination of bill that you are remitting.
Press ACCEPT and RETURN TO SUMMARY
13
FINISHING THE END OF DAY
Press SIGN OUT / then Press PRINT REPORTS AND SIGN OUT.
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Course # 23501-02
Daily Closeout POS One IBM
1.
Print Reports
Clerk Admin > Reports > All Reports > Print > Receipt POS > Done > OK >
Done > Quit > Quit >
2.
3.
4.
Verify Documentation
•
Match Documentation to Reports
•
Verify Trial 1412 totals match reports and supporting documentation
Remit Non-Cash Tenders & Cash
(This step transmits the data for checks and cash to the Consolidation Clerk.)
•
Clerk Admin > Remit > Final > Non Cash Tender > Done > (verify the total
matches your Reconcile Non Cash Report) > Cash > Enter default
amount (never remit more or less than the system requests) > Enter >
Done
•
Transfer Your Cash and Coin Back to Your Stock Drawer and
Secure Accordingly.
•
Consolidation Clerk Acknowledges Your Remit and Checks Your
Supporting Documentation.
•
(The Consolidation Clerk must complete this acknowledgement, and you
must have your receipt in hand before you can continue.)
Print Final 1412
•
Clerk Admin > Final 1412 > (all items should pass, if not investigate those
that failed) > Done > OK > Print > Receipt > Done > Quit
•
(You should always have two copies of the 1412.)
5.
Sign Off the POS System
Quit>Yes
6.
Turn in Final 1412
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Module 27: Daily Financial Report
Course Review
Course # 23501-02
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330
Course Review
Sales and Services Associate Training
Course Review
Terminal Objective:
Upon the completion of this module, future Associates will be able to explain the
lessons of the entire course.
Enabling Objectives:
Upon the completion of this module, future Associates will be able to demonstrate the
objectives of this course through questions and answers.
Associate’s Workbook
331
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Appendix 1:
General Mailability
Requirements
Course # 23501-02
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334
Appendix 1: General Mailability Requirements
Sales and Services Associate Training
Safety & Service Talks
USPS Hazardous Materials Working Group
Rervised March 27, 2000
Topic:
For:
General Mailability Requirements
Acceptance personnel (including contractors)
Generally, the only hazardous materials permitted in the mail are those that qualify as
consumer commodities. Consumer comodities are also referred to by the term “ORMD”. To accept these types of mailing, they must comply with the postal regulations,
section C023 of the Domestic Mail Manual, for the appropriate hazard class. A
Consumer commodity is a hazardous material that is packaged and distributed in a
quantity and form intended or suitable for retail sale and designated for consumption by
individuals for the personal care or household use. Consumer commodities present
minimal danger to the employees, civil aviation, and the traveling public when accepted
and handled properly. Restrictions vary depending on whether a mailpiece will be
transported by air or surface, and to a domestic or international destination. In the
international mailstream, hazardous materials are referred to as “dangerous goods”
and acceptance is even more restricted than for domestic mailing.
For domestic mailings, the Domestic Mail Manual is the primary reference for
hazardous materials mailability requirements. Publication 52, Acceptance of
Hazardous, Restricted, or Perishable Articles, contains additonal information that
supplements the rules in the DMM. Poster 76, Some Things Were Never Meant to Be
Mailed, and Notice 107, Hazardous Materials! are useful as customer prompts and
visual reminders of items that are generally not mailable, including explosices,
flammables, and toxic gases.
The marking and packaging requirements for mailable hazardous materials are found
in DMM C023 and Publication 52. Generally, proper packaging means using strong
containers, sufficient cushioning and absorbent material, secure closures and adequate
package reinforcement.
Most package failures are caused by inadequate closure or reinforcement. For
instance, a screw-top closure must require a minimum of one-and-one-half turns to
close and should be securely reinforced with plastic tape. A friction closure, such as a
paint can lid, cannot be accepted unless it has reinforcing clips or rings. Cushioning
must be sufficient to protect against breakage and absorb the contents, in case of
leakage during transit. Some items must be packaged in secondary containers, as
further protection against leaks. The weight of the contents of a parcel must not exceed
the rating of the container, and the container should be reinforced with pressure
sensitive filament tape or antoher type of acceptable packaging tape.
Both the delivery and return address must appear on every parcel, in letters large
enough to be legible at arm’s length. The address side of parcels containing hazardous
materials must be clearly labeled as required in DMM C023 for the applicable hazard
class.
Associate’s Workbook
335
Course # 23501-02
Customers who want to re-use a box that previously contained HAZMAT as a mailing
container must completely obliterate all old markings on the box, prior to mailing. For
example, if a box marked “BLEACH” or “ALCOHOL” is used for mailing and those
words have not been compeltely eradicated, the package must be treated as if it
contains the indicated hazardous material, which may cause it to be rejected or
returned to sender. This may sound extreme, until you realize that anyone who later
sorts, transports or delivers the package can’t otherwise be certain that it doesn’t
contain what its marking s suggest.
The United States Department of Transportation (DOT) requries the display of
diamond-shaped warning symbols on certain types and quanitites of hazardous
materials. These look somewhat like the diamond-shaped signs on tractor-trailers
hauling gas and chemicals. Understanding some special requirements behind the use
of these symbols can help you identify nonmailable HAZMAT.
Now, let’s put those diamond symbols in the context of postal mailability. If a mailable
substance like a blood or urine sample is also known or reasonably believed to be
infectious, the mailer must ensure it bears the DOT’s diamond-shaped label for
“Infectious Substance, Class 6, Division 6.2”. However, with the exception of dry ice
bearing a Class 9 label, material bearing any other diamond-shaped symbol is prohited
from the mailstram.
Therefore, if you see any mailpiece bearing a DOT diamond-shaped label other than
“Infectious Substance, Class 6, Division 6.2” or properly prepared and accepted dry ice
with a Class 9 label, it is automatically nonmailable and should not be accepted froma
customer. Publication 52 and EL-812 have color representations of the diamondshaped labels.
If mail bearing some other DOT warning label is discovered in the mailstream, notify
your supervisor or postmaster immediately. The item should be temporarily culled out
and segregated to a designated area and reported to the Inspection Service for
appropriate handling, in accordance with Section 139.117 of the Postal Operations
Manual.
Mail bearing DOT “Infectious Substance, Class 6, Division 6.2” or “Miscellaneous
Hazardous Material Class 9” labels must be dispatched as outside pieces. Other
similar or like clinical specimens, biological products, and items displaying only
Biohazard symbols may be placed into sacks or pouches that are properly identified
with Tags 44. Only “like” HAZMAT can be commingled. Under no circumstances should
mail containing HAZMAT, including Biohazard materials, be commingled in sacks,
pouches or containers with non-HAZMAT mail of any toher class.
HAZMAT shall be seperated from other mail. Placed in a reliable steel container away
from traffic flows. Do not place HAZMAT in a canvas hamper or in cardboard gaylords.
If you are uncertain as to the mailability, labeling or packaging requirements for any
substance, contact your distric Business Mail Entry Office, or the nearest Rates and
Classification Service Center.
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Appendix 1: General Mailability Requirements
Sales and Services Associate Training
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Associate’s Workbook
337
(This Page Intentionally Left Blank)
Appendix 2:
Spotting Potentially
Hazardous Material
(This Page Intentionally Left Blank)
Sales and Services Associate Training
Safety & Service Talks
USPS Hazardous Materials Working Group
Revised March 27, 2000
Topic: Spotting Potentially Hazardous Material
For:
Acceptance personnel (including contractors)
Those of us who work with mail acceptance have one of the most important roles to
play when it comes to hazardous material in the mailstream.
When packages are presented for mailing, customers should be politely asked to
confirm that the contents do not include potentially nonmailable hazardous materials
such as chemicals, aerosols, fireworks, and other explosives, flammable substances or
similar common items. This technique reveals the reason for the inquiry (concern about
nonmailable hazardous items) and is less intrusive and offensive than simply asking
them to tell you what’s inside. You can also refer customers to Poster 76, Some Things
Were Never Meant to be Mailed. The poster is designed to visually suggest many
categories of nonmailable items, so that customers can better understand the possible
limitations. This is why Poster 76 is required to be displayed in full view of customers at
all retail windows, acceptance docks and self-service locations.
In most cases, customers will be happy to declare package contents and comply with
any mailing restrictions. Some, however, are sensitive to their right to privacy and may
decline to respond. Acceptance personnel cannot require a response. Also, FirstClass, Priority and Express Mail are sealed against inspection and can never be
opened or inspected except as permitted by Section 276 of the Administrative Support
Manual. If the customer won’t say what’s inside the package, the article should be
accepted unless there is some obvious reason to reject it for lack of further information.
For instance, a liquid sloshing sound or the word “BLEACH” on the packaging would
require confirmation of the package contents and quantity, the adequacy of interior
packaging, and compliance with all labeling and marking requirements, prior to
acceptance.
If a customer describes an item that is not acceptable for mailing, or the package is
otherwise revealed to be nonmailable, and the customer cannot provide additional
information that proves its mailability, employees must refuse to accept the package
and explain the reasons to the customer. If the customer disagrees with the decision,
refer him or her to your postmaster or supervisor, who can then follow up with the
district Business Mail Entry unit or Rates and Classification Service Center.
Be alert for package label characteristics that can be clues to potentially hazardous
contents that may be found in the mail. These include: a biological hazard warning
symbol; a diamond-shaped DOT Class 6, Division 6.2, “Infectious Substance” warning
Associate’s Workbook
341
Course # 23501-02
label; a diamond-shaped DOT Class 0 “Miscellaneous Hazardous Materials” label; or
the markings: “ORM-D”, ORM-D Air, “Consumer Commodity”, or “LTD QTY”; or the
letters “UN”, followed by four numbers. You may also see supplemental information, like
the words “dry ice”, “cigarette lighters” or “blood sample”.
Other clues are: a liquid, sloshing sound; the sound of broken glass or plastic; a stain or
unusual odor; and address information that can be associated with hazardous
materials, such as a chemical company, laboratory, or medical facility.
If a package believed to contain a nonmailable hazardous material is discovered in the
mailstream, it should be held from dispatch and delivery. Do not open it, but instead
report it to your supervisor. Package should be isolated. Suspected nonmailable
HAZMAT must be reported to the Inspection Service immediately, in accordance with
section 139.117 of the Postal Operations Manual.
If a leaking package or damaged HAZMAT article is discovered, treat the situation as a
potential emergency and follow the procedures in Part VII of Handbook EL-813,
Hazardous Materials and Spill Response and your facility spill and leak plan.
Handle all mailpieces declared as containing HAZMAT, or suspected of containing
HAZMAT, very carefully. Never throw, drop, or slide them. Don’t stack or commingle
HAZMAT under other mail that could crush containers, or cause it to be overlooked
during unloading or transfer. Load HAZMAT carefully into reliable equipment for
transport, being careful not to balance it above the equipment sides, where it might fall.
These instructions are explained in more detail in the Henderson Policy Memorandum,
OS-04-21-98.
If you’re ever in doubt about how to handle HAZMAT, ask your supervisor for
instructions. Don’t take chances that could risk the health and safety of yourself, your coworkers, or your customers.
Any questions or comments?
342
Appendix 2
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(This Page Intentionally Left Blank)
Appendix 3:
Package Characteristics
(This Page Intentionally Left Blank)
Sales and Services Associate Training
Safety & Service Talks
USPS Hazardous Materials Working Group
Revised March 27, 2000
All Employees and Contractors...
Be Alert for package characteristics that can
indicate potentially hazardous material!
WARNING LABELS...
OTHER MARKINGS...
ORM-D
ORM-D-AIR
Consumer Commodity
LTD QTY
UN ####
Cigarette Lighters
Blood Samples
Dry Ice
Paint
Etiologic Agent
SOUNDS or SMELLS...
Sloshing liquid, broken glass or plastic, strange odors, unusual stains
ADDRESS INFORMATION...
Chemical companies, labs, medical facilities, shipper’s declaration
Handle any package containing hazardous material
very carefully.
Associate’s Workbook
347
Course # 23501-02
HAZMAT References
Postal Service Publications
Domestic Mail Manual
Module C021, Articles and Substances Generally
Module C023, Hazardous Materials
Handbook EL-812
Hazardous Materials and Spill Response
Handbook PO-507
Air Contracting Administrative Handbook
International Mail Manual
Section 135, Mailable Dangerous Goods
Section 136, Nonmailable Dangerous Goods
MI EL-810-96-1
Response to Hazardous Materials Releases
Notice 107 & 107-S
Hazardous Materials!
Postal Bulletins
#21962, January 1, 1998 (summary of resources)
#21969, April 9, 1998 (DMM Revision)
#21970, April 23, 1998 (DMM Revision)
#21972, May 21, 1998 (fireworks alert)
Add in all 1999-2000 Bulletins
Poster 76
Some Things Were Never Meant to be Mailed
OS-04-21-98
Policy Memorandum, Hazardous Materials &
Dangerous Goods in the Mail
Postal Operations Manual
Section 137.412, Nonmailable Matter and
Hazardous Materials
Section 139, Nonmailable Matter - Articles and
Substances: Special Mailing Rules
Publication 52
Acceptance of Hazardous, Restricted Or
Perishable Matter
348
Appendix 3: Package Characteristics
Sales and Services Associate Training
References (cont’d)
For technical assistance with mailability determinations, contact the appropriate Rates
and Classification Service Center (RCSC), below:
Allegheny, Mid-Atlantic and Capital Metro Areas:
NORTHERN VIRGINIA (NOVA) RCSC
5904 RICHMOND HIGHWAY, SUITE 500
ALEXANDRIA, VA 22303-2736
703-329-3660
New York Metro and Northeast Areas:
NEW YORK RCSC
1250 BROADWAY 14th FLOOR
NEW YORK NY 10095-9599
212-613-8676
Great Lakes and Midwest Areas:
CHICAGO RCSC
3900 GABRIELLE LANE, ROOM 111
FOX VALLEY IL 60597-9599
630-978-4329
Southeast and Southwest Areas:
MEMPHIS RCSC
1 NORTH FRONT STREET
MEMPHIS TN 38165-9599
901-576-2212
Pacific and Western Areas:
SAN FRANCISCO RCSC
33 NEW MONTGOMERY STREET SUITE 1690
SAN FRANCISCO CA 94105-4514
415-247-7200
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349
Course # 23501-02
Other Publications
Hazardous Materials-Emergency Response Guidebook
Available from:
MATERIALS TRANSPORTATION BUREAU
RESEARCH AND SPECIAL PROGRAMS ADMINISTRATION
U.S. DEPARTMENT OF TRANSPORTATION
WASHINGTON DC 20590-0001
Code of Federal Regulations, Title 49, Transportation, Parts 100 to 185
Available from:
SUPERINTENDENT OF DOCUMENTS
U.S. GOVERNMENT PRINTING OFFICE
WASHINGTON DC 20402-0001
Air Transport Restricted Articles, Circular No. 6-D
AIRLINE TARIFF PUBLISHING CO.
DULLES INTERNATIONAL AIRPORT
P.O. BOX 17415
WASHINGTON DC 20041-0415
Technical Instructions for the Safe Transport of Dangerous Goods by Air
Available from:
DOCUMENT SALES UNIT
INTERNATIONAL CIVIL AVIATION ORGANIZATION (ICAO)
100 SHERBROOKE STREET WEST SUITE 400
MONTREAL QUEBEC
CANADA H3A 2R2
350
Appendix 3: Package Characteristics